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© Copyright 2002 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation. IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries. ORACLE® is a registered trademark of ORACLE Corporation. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP, mySAP.com, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. MarketSet and Enterprise Buyer are jointly owned trademarks of SAP Markets and Commerce One. All other product and service names mentioned are the trademarks of their respective owners.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center: Business Scenario Configuration Guide........................................................ 10 General Settings................................................................................................................................. 13 SAP Notes ...................................................................................................................................... 13 Connectivity........................................................................................................................................ 14 Communication Setup Overview .................................................................................................... 14 Connecting the Source System (such as SAP CRM) to SAP BW ................................................. 14 IPC Connectivity ............................................................................................................................. 15 Creating an IPC User.................................................................................................................. 15 Configuring the IPC Dispatcher and IPC Server......................................................................... 15 Setting Up RFC Connections to the IPC Dispatcher and Servers.............................................. 17 Setting Up Interactive Configuration ........................................................................................... 20 Setting Up Pricing Analyses in the CRM System ....................................................................... 21 Setting Up the CAT Server ......................................................................................................... 22 APO Connectivity............................................................................................................................ 24 Set up System Landscape for CRM Online and SAP APO ........................................................ 24 Set up Logical Systems and RFC Connections.......................................................................... 27 Set up SAP APO Core Interface (APO-CIF)............................................................................... 32 Set up Test Data for Availability Check ...................................................................................... 35 Set up SAP APO-CIF Integration Model..................................................................................... 38 Set up Location (Plant) ............................................................................................................... 39 Generation.......................................................................................................................................... 41 Generation of Objects and Services............................................................................................... 41 Replication.......................................................................................................................................... 42 Replication of Customizing Objects................................................................................................ 42 Checking ISO Codes .................................................................................................................. 43 Define Product Hierarchy Structure ............................................................................................ 43 Defining Product Hierarchy Structure in the CRM System ..................................................... 44 Checking Product Hierarchy Structure in R/3 Backend System ............................................. 44 Define Product ID Settings.......................................................................................................... 44 Initial Load of Customizing Objects ............................................................................................ 45 Monitoring Replication Status for Customizing Objects.............................................................. 49 Data Exchange for Organizational Data......................................................................................... 49 Copying the Sales Structure from R/3 to CRM Online ............................................................... 50 Creating the Organizational Model Manually in CRM................................................................. 52 Distributing the Organizational Plan from R/3 HR with ALE ....................................................... 53 Transferring the Organizational Model from CRM Online to CRM Mobile ................................. 54 Taxes via the Transaction Tax Engine (TTE)................................................................................. 54 Connectivity................................................................................................................................. 56 TTE Settings for the IPC Administrator ................................................................................... 56

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CRM Interaction Center Business Partner Replication: Overview..................................................................................... 59 Defining Business Partner and Product Tax Types ................................................................ 59 Defining Business Partner Tax Groups................................................................................... 60 Defining Business Partner Tax Classification Assignment Settings ....................................... 61 Validating Business Partner Assignment Settings .................................................................. 62 Initiating a Customizing Download.............................................................................................. 63 Product Replication: Overview.................................................................................................... 64 Defining Product Tax Groups .................................................................................................. 64 Defining Product Tax Assignment Settings............................................................................. 65 Validating Product Tax Assignment Settings .......................................................................... 66 Country-Specific Information....................................................................................................... 67 USA: Country-Specific Settings .............................................................................................. 67 Jurisdiction Code Determination Communication ............................................................... 67 Defining Physical Destination .............................................................................................. 68 Determining the Function Call ............................................................................................. 69 Defining External Tax Calculation ....................................................................................... 70 Assigning External Systems to Countries............................................................................ 70 Master Data Replication from R/3 Backend System to CRM Server ............................................. 71 Replication of Business Partners ................................................................................................ 71 Defining Sources for Business Partner Creation..................................................................... 72 Business Partner Concepts in R/3 and CRM .......................................................................... 72 Defining Number Assignment Strategy for Business Partners ............................................... 73 Mapping Business Partner Master Data from R/3 to CRM ..................................................... 76 Identifying Relevant R/3 Account Groups............................................................................ 76 Defining Number Ranges for CRM Business Partners (Part 1) .......................................... 77 Defining CRM Business Partners Groupings (Part 1) ......................................................... 77 Creating R/3 Reference Customer ...................................................................................... 78 Assigning Consumer to Reference Customer ..................................................................... 79 Creating Account Group for CRM Consumers .................................................................... 80 Mapping R/3 Account Groups to CRM Classifications ........................................................ 80 Mapping Business Partner Master Data from CRM to R/3 ..................................................... 81 Defining Number Ranges for CRM Business Partners (Part 2) .......................................... 82 Defining CRM Business Partners Groupings (Part 2) ......................................................... 83 Creating R/3 Business Partner Number Ranges................................................................. 84 Creating R/3 Account Groups.............................................................................................. 84 Mapping CRM Classifications to R/3 Account Groups ........................................................ 86 Synchronizing Field Settings for Business Partner for Consumer .......................................... 87 Replicating R/3 Reference Customer...................................................................................... 88 Maintaining Reference Business Partner for Consumer......................................................... 89 Selecting Customer for Replication (Optional) ........................................................................ 89 Initial Load of Customer Master Data...................................................................................... 90 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Monitoring Replication Status for Customers.......................................................................... 90 Checking Business Partners ................................................................................................... 91 Replication of Contact Persons .................................................................................................. 91 Initial Load of Contact Persons ............................................................................................... 92 Monitoring Replication Status for Contact Persons ................................................................ 92 Checking Completeness of Replication .................................................................................. 93 Replication of Customer Hierarchy ............................................................................................. 93 Initial Load of Customer Hierarchy.......................................................................................... 93 Monitoring Replication Status for Customer Hierarchy ........................................................... 94 Matching Customer Hierarchy to Business Partner Group ..................................................... 94 Activating Delta Load .............................................................................................................. 94 Replication of Materials............................................................................................................... 95 Checking Material.................................................................................................................... 95 Defining Number Ranges for Materials ................................................................................... 96 Checking Item Category Groups ............................................................................................. 96 Copying Item Category Groups............................................................................................... 96 Selecting Materials for Initial Load .......................................................................................... 97 Initial Load of Materials ........................................................................................................... 97 Monitoring Replication Status of Materials.............................................................................. 98 Replication of Conditions ............................................................................................................ 98 Copying Customizing Data (CRM Online)............................................................................... 99 Postprocessing Customizing Data (CRM Online) ................................................................. 102 Copying Customizing Data into the CDB (Consolidated Data Base).................................... 104 Copying Master Data (CRM Online) ..................................................................................... 106 Correction Possibilities for Copying Master Data.................................................................. 107 Copying Master Data into the CDB ....................................................................................... 108 Routines for Pricing (CRM Online) ........................................................................................ 109 Replication of Master and Transaction Data from CRM to BW.................................................... 111 Settings in SAP CRM................................................................................................................ 111 Replicating the Application Component Hierarchy................................................................ 111 Transferring DataSources to the Active Version ................................................................... 111 Activating BW Adapter Metadata .......................................................................................... 111 Settings in SAP BW .................................................................................................................. 112 Checking General BW Settings............................................................................................. 112 Assigning the Source System ID........................................................................................... 112 Replicating DataSources....................................................................................................... 112 Copying Business Content to the Active Version.................................................................. 112 Assigning DataSources and InfoSources.............................................................................. 113 Creating and Scheduling InfoPackages ................................................................................ 113 Replication of Master and Transaction Data from R/3 to BW ...................................................... 113 Settings in SAP R/3 .................................................................................................................. 114 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Replicating the Application Component Hierarchy................................................................ 114 Transferring DataSources to the Active Version ................................................................... 114 Creating DataSources for CO-PA ......................................................................................... 114 Making Settings for the Transfer of Logistics Data ............................................................... 115 Settings in SAP BW .................................................................................................................. 115 Checking General BW Settings............................................................................................. 115 Assigning the Source System ID........................................................................................... 115 Replicating DataSources....................................................................................................... 115 Copying Business Content to the Active Version.................................................................. 116 Assigning DataSources and InfoSources.............................................................................. 116 Creating and Scheduling InfoPackages ................................................................................ 116 Replication of Transaction Data ................................................................................................... 117 Data Exchange for Sales Transactions: CRM Online – R/3 ..................................................... 117 Communication Configuration.......................................................................................................... 120 Configuring Computer Telephony Integration .............................................................................. 120 Telephone Integration with SAPphone ..................................................................................... 120 Authorizations for SAPphone Activities .................................................................................... 121 Assigning Roles for the CIC .................................................................................................. 122 Work Center Identification......................................................................................................... 122 Setting Work Center Identification for the CIC ...................................................................... 123 Sites and Telephony Servers.................................................................................................... 123 Processing Site and Telephony Server................................................................................. 124 Defining Address Data Areas.................................................................................................... 125 Maintaining Work Center Settings and User Settings .............................................................. 125 Defining User and Work Center Settings for the CIC............................................................ 126 Testing Call Center Functions................................................................................................... 127 Maintaining Queues .................................................................................................................. 127 Defining Queues.................................................................................................................... 127 CIC Profile and Queues ........................................................................................................ 128 Assigning Telephone Queues to CTI Profiles ....................................................................... 129 Maintaining CTI Administration Profiles ................................................................................ 129 Tips & Tricks.......................................................................................................................... 130 Business Customizing...................................................................................................................... 131 Setting Up Organizational Data Determination ............................................................................ 131 Determining Organizational Data.............................................................................................. 131 Master Data .................................................................................................................................. 133 Product...................................................................................................................................... 133 Creating and Changing Products .......................................................................................... 133 Business Partners..................................................................................................................... 134 Creating Business Partners................................................................................................... 134 Fact sheet ................................................................................................................................. 135 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Partner/Product Range ............................................................................................................. 136 Checking Partner/Product Ranges in Sales Transactions .................................................... 136 Creating Partner/Product Ranges ......................................................................................... 137 Processes ..................................................................................................................................... 139 Interaction Center ..................................................................................................................... 139 Basic CIC Settings ................................................................................................................ 141 IC Framework .................................................................................................................... 141 Creating a Framework Title............................................................................................ 144 Defining a Framework .................................................................................................... 144 Maintaining Workspaces ................................................................................................... 145 Action Box.......................................................................................................................... 145 Configuring Your Action Box .......................................................................................... 146 Interactive Scripting ........................................................................................................... 147 Maintaining Script Texts................................................................................................. 148 Maintaining Script Variables .......................................................................................... 148 Maintaining Interactive Script Structures ....................................................................... 149 Defining a Profile (Interactive Scripting)......................................................................... 151 Business Partner Search ................................................................................................... 151 Searching for Business Partners ................................................................................... 153 Alert Modeler ..................................................................................................................... 154 Copying the Default Meta Model.................................................................................... 156 Selecting Information to Use in the Alert Modeler ......................................................... 156 Defining a Retrieval Profile ............................................................................................ 156 Defining a Profile (Alert Modeler)................................................................................... 157 Developing Your Own Functions for the Alert Modeler.................................................. 157 IC Profile ............................................................................................................................ 157 Defining a CIC Profile..................................................................................................... 158 Assigning CIC Profile to Agents..................................................................................... 158 Business Routing .................................................................................................................. 159 Business Routing Architecture .......................................................................................... 159 Creating RFC Destinations ................................................................................................ 161 Creating Routing Servers .................................................................................................. 162 Routing Test ...................................................................................................................... 162 Querying the Operating Status of a Routing Gateway ...................................................... 163 Displaying and Setting the Internal Trace ......................................................................... 163 Setting the Trace of a Routing Gateway............................................................................ 164 Maintaining Agents ............................................................................................................ 165 Defining HR Qualifications................................................................................................. 165 Creating CRM Attributes for HR Qualifications ................................................................. 166 Maintaining Attributes ........................................................................................................ 166 Maintaining Attribute Sets.................................................................................................. 167 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Maintaining Profiles ........................................................................................................... 168 Maintaining Routing Groups .............................................................................................. 169 Step 1: Select Profiles and Exclude Routing Groups .................................................... 170 Step 2: Assign Business Partners and Agents to a Routing Group............................... 171 Step 3: Assign Agents and Business Partner to Profiles ............................................... 172 Creating Routing Scenarios............................................................................................... 172 Telesales-Specific CIC Settings ............................................................................................ 174 Processing Business Transactions in the Interaction Center ............................................ 174 Using the Interaction Record and Interaction History .................................................... 175 Product Proposals ............................................................................................................. 176 Working With Product Proposals ................................................................................... 176 Proposed Quantities in Product Proposals .................................................................... 177 Creating Target Groups ................................................................................................. 179 Creating a Product Association Rule ............................................................................. 180 Creating a Top n Product List ........................................................................................ 181 Displaying Product Information.......................................................................................... 182 Configuring Partner Processing ................................................................................................ 183 Partner Processing in the Interaction Center ........................................................................ 184 Set up Customizing for Availability Check ................................................................................ 185 Determining Pricing Procedures ............................................................................................... 193 Dates in Business Transactions ............................................................................................... 193 Date Profiles in the Interaction Center .................................................................................. 195 Controlling Actions .................................................................................................................... 195 Sales Order Confirmation by E-Mail ......................................................................................... 196 Customizing for Business Transactions.................................................................................... 197 Comparing Transaction and Document Types...................................................................... 198 Comparing Item Categories .................................................................................................. 199 Comparing Item Category Usage.......................................................................................... 199 Comparing Number Ranges.................................................................................................. 199 Comparing Item Number Assignment ................................................................................... 200 Configuring Sales Transactions ............................................................................................ 200 Billing Configuration .................................................................................................................. 200 Billing ..................................................................................................................................... 201 Triggering Billing.................................................................................................................... 203 Payment Card Processing ........................................................................................................ 205 Customizing Payment Card Processing................................................................................ 205 Credit Management .................................................................................................................. 207 Automatic Credit Check......................................................................................................... 209

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The &50,QWHUDFWLRQ&HQWHU%XVLQHVV6FHQDULR&RQILJXUDWLRQ*XLGH contains all configuration steps that are required for setting up the business scenario Inbound Telesales [SAP Library]. The relevant system landscape was set up previously based on the CRM Master Guides.

This Business Scenario Configuration Guide serves as a guide for the key capability Interaction Center. This is where for example, the configuration of the business scenario “Inbound Telesales” is described. This document does not contain the documentation in the Implementation Guide (IMG). If reference is made to Customizing activities in the IMG, read the documentation for the corresponding activities. See also the CRM documentation in the SAP Help Portal.

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The &500DVWHU*XLGH gives you an overview of the system landscape and all of the components to be installed. This document contains information about the installation sequence and about the installation of the individual components. You can find the CRM Master Guide in the 6$36HUYLFH0DUNHWSODFH, alias FUPLQVW. You can get an overview of all business scenarios in the key capability CRM Interaction Center in the Integrated Business Content. To do this, use the alias LEFFUP in the 6$36HUYLFH0DUNHWSODFH.

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The following texts, references and graphics have been compiled with the utmost care; nevertheless, it is impossible to guarantee that they are fully without error. SAP cannot assume any responsibility for the correctness or completeness of the following documentation; the user alone is responsible for verifying the information contained therein.. SAP will only assume liability for damage arising from the use of this documentation – irrespective of the pertinent legal basis – in the case of intentional or active negligence; under no circumstances will a warranty be made.

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The purpose of the Business Scenario Configuration Guide is to describe the configuration steps that are required for setting up a business scenario in a system landscape that has previously been structured according to the corresponding Master Guide. The Business Scenario Configuration Guide •

is based on a business scenario and thus covers processes and process steps in a series of mySAP.com application components and non-SAP products, that are used by one or more business partners

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describes configuration settings that must be made during the introduction of every component for the business scenario

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provides the sequence of configuration steps and their mutual dependencies

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This section contains descriptions of settings that are valid for the whole business scenario, or key capability.

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This section contains information on the interfaces in the CRM system landscape.

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You must perform basic connectivity steps to enable the communication between the CRM Server and related application components. In the CRM Server, you must define RFC destinations for typical components: •

R/3 back-end

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SAP BW

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SAP Internet Pricing and Configurator

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Index Management Service (including product catalog)

You must define each application system or SAP CRM component as a site. For each site, you must create subscriptions to set up data exchange. For details on how to set up the communication, see the SAP Implementation Guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV&RPPXQLFDWLRQ6HWXS.

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To set up the connection between a source system (such as SAP R/3 or SAP CRM) and SAP BW, use the procedure described in the SAP Library for SAP BW under $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→



Creating an SAP Source System.

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In order to set up the connection from IPC to the CRM system you have to define a user with RFC authorization. 3URFHGXUH

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In the standard installation, the IPC uses the dispatcher. The following description refers to the dispatcher scenario. To define the dispatcher/sever setting, start the IPC Administrator Tool from the start menu. 3URFHGXUH

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1. To go to the Server settings page, choose 1(;7. 2. At the top of the screen, mark the check box to enable the dispatcher. Two new fields appear with settings for the dispatcher. 3. In the field 'LVSDWFKHU+RVW, enter the IP-address of the machine on which the dispatcher is running. If the IPC server and dispatcher are running on the same machine or if there is only one IPC server, you can also enter ORFDOKRVW. By default, the dispatcher uses port number 4444. When the IPC server is started up the server automatically finds a random port that is not in use. 4. In the command prompt line, type QHWVWDWD to check that port number 4444 is not being used by another application. 5. In the field 'LVSDWFKHU3RUW, enter port number 4444 (or an alternative). In the field 6HUYHU3RUW, delete the value.

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The IPC uses the database of the CRM Online system. 1. To configure the database, choose 1H[W. 2. Choose $GG.

If a database connection is already configured for a CRM Online client and you want to define another one, choose $GG&OLHQW. 3. Enter the V\VWHP,' and $OLDV(use the same string for both). 4. Enter the 0HVVDJHVHUYHU, *URXS, 8VHU, 3DVVZRUGand &OLHQW. −

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5. Choose 2.. 6. To establish the connection, choose /RJLQ. Once you have logged on, all the settings in the subsequent steps apply to the system entered here. 7. To configure the Pricing Engine parameters, choose 1H[W. To accept the default settings, choose 'HIDXOW. 8. To configure the document parameters, choose 1H[W. To accept the default settings, choose 'HIDXOW. 9. To configure the document header attributes choose 1H[W. Enter any default values for customer master attributes that you require. It is not necessary to enter a value for all the attributes. 10. Choose 6DYH, then choose &ORVH. The changes are written to the file \Ipc\lib\properties\parameters.xml>.

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1. To start the IPC dispatcher service, use the :,117VHUYLFHPDQDJHU. 2. Select the service for the IPC dispatcher, then: −

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To start the service automatically when the operating system starts up, select the checkbox for the service (if it is not already selected).

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1. To start the IPC server service, use the :,117VHUYLFHPDQDJHU. 2. Select the service for the IPC server, then: −

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The IPC server (and dispatcher) includes the RFC server functions that were previously provided by the IPC bridge. This has the following advantages: •

ABAP code can call IPC server commands via RFC function calls on all platforms supported by JCO (6$3-DYD&RQQHFWRU) in particular on Solaris computers, not just on Windows computers.

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Several communication and conversion steps have been eliminated, leading to improved performance.

The RFC request is passed directly to the IPC server, which processes it without converting any strings. Then the IPC commands directly write their response to the output and table parameters of the RFC function. 3UHUHTXLVLWHV

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You are using IPC Release 3.0 or higher.

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You have to decide how many IPC servers you would like to use. Except for in the socket-based scenario, you can not dynamically add IPC servers to a running dispatcher. Decide, how many servers are appropriate, configure CRM and the dispatcher accordingly, and start the dispatcher.

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For example, if you have got two IPC servers, the following settings have to be made: As CRM needs to communicate with the dispatcher to connect to a server, as well as communicating with each of the servers, you need to maintain three RFC destinations. The RFC destinations and RFC program IDs are the same. In addition, all the server destinations start with the same string, followed by a number. You can only choose the dispatcher’s destination and the "prefix string" of the servers’ destinations.

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You choose IPC_RFC_DISPATCHER as the RFC destination (and program ID) of the dispatcher, and IPC_RFC_SERVER_ as the prefix string for the servers. This means that you create RFC destinations/program IDs IPC_RFC_SERVER_1 and IPC_RFC_SERVER_2 for the servers.

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To set up the IPC as an RFC server and connect it to a CRM system, you need to create RFC destinations, one for the dispatcher and one for every IPC server connected to it. You also need to maintain a few properties in the file dispatcher.properties. 6HWWLQJ8S,3&'HVWLQDWLRQVLQWKH6$36\VWHP

This step is only required if you use client-dependent data. 1. Log on to the SAP system from which you want to access the IPC. 2. In this system, maintain the RFC destinations in table SMOFPARSFA [SAP Library], where the key is (for example) IPC_RFC_DISPATCHER, and parval1 is IPC_RFC_DISPATCHER. This step gives you a client-dependent level of indirection that might help in some occasions. 3. The destinations that you maintain are real RFC destinations, so select 7\SHT. 4. Activation Type is 5HJLVWHUHG6HUYHUSURJUDP. 5. Program ID is by convention the name of the RFC connection. 6. Enter a SAP gateway of your choice (usually the application or message server of the CRM system) and the destination name.

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 t x {`y t }t{~ q/#w txby |y{ |\€€ 3r5s  a^ Zhl a/ ^ Z/h l

] BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX3S Vb O ESJ KLFES\S,SCULSEVzF X P dbO 

a/^e a`fghe\iEi ^G]EkEa/fghkLiCi

6HWXS7HVW'DWDIRU$YDLODELOLW\&KHFN ,QWKH6$356\VWHP 

&KHFNWKDWWKHSODQWLVVHWXSLQWKH6$356\VWHP

In the IMG choose /RJLVWLFV - *HQHUDO → 3ODQW0DVWHU→0DLQWDLQ3ODQWV→'LVSOD\3ODQWV. 

&KHFNWKDWWKHSODQWLVDVVLJQHGWRWKHRUJDQL]DWLRQDOXQLW

In the IMG choose (QWHUSULVH6WUXFWXUH→$VVLJQPHQW→6DOHVDQG'LVWULEXWLRQ→$VVLJQ 6DOHVRUJDQL]DWLRQGLVWULEXWLRQFKDQQHOSODQW

56\VWHP

&OLHQW

3ODQW

6DOHV2UJ

'LVWU&K

'LYLVLRQ

5













&KHFNWKDWWKHPDWHULDOPDVWHULVVHWXSLQWKH6$356\VWHP

In the SAP Easy Access menu choose /RJLVWLFV → 6DOHVDQG'LVWULEXWLRQ → 0DVWHU'DWD → 3URGXFWV→0DWHULDO→2WKHU0DWHULDO→'LVSOD\.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 35

CRM Interaction Center

0DWQR 0

'HVFULSWLRQ

3ODQW

6WRU/RF

6DOHV2UJ

'LVWU&K

'LYLVLRQ

3URGXFWZLWK











DYDLODELOLW\FKHFN

If you use numeric material numbers, you have to make sure that either the length of the material number fields in CRM Online and in the SAP APO System is the same or that leading zeros are turned off in both systems.



&KHFNWKHVHWWLQJVIRUWKHPDWHULDOPDVWHU

Choose 6HOHFWYLHZV to check the field entries in the views as follows:

The fields that are marked as mandatory must have entries in them. Otherwise the material master will not be relevant for availability check in the SAP APO System, even if it is included in the integration model of the APO Core Interface (APO-CIF).

9LHZ

)LHOG

Basic data1

Base Unit

3&

Division



GenItemCatGroup

1250

Gross weight

NJ

Net weight

NJ

Conditions (prices)

86'SHUSLHFH

Delivering plant



Sales: sales org. 1

Sales: general/plant

Availability check

0DQGDWRU\

yes

([DPSOH'DWD

LQGLYLGXDOUTPW

Collective requirements are not supported. MRP 1

MRP 2

MRP 3

MRP Type

yes

3'053

Reorder point



Planning time fence



MRP Controller

yes



Lot size

yes

(;

Procurement type

)H[WHUQDOSURFXUHPHQW

Plnd dely time

GD\V

GR processing time

GD\V

SchedMargin key



Strategy group

33JHQHUDOSODQQLQJVWUDWHJ\JURXS

In this example, the strategy group is set up so that the system determines the requirements class . CRM Interaction Center: Business Scenario Configuration Guide

3.1 36

CRM Interaction Center

The requirements class in SAP R/3 is equivalent to the check mode in SAP APO. The check mode  is used in Set up Customizing for Availability Check [Page 185] under the section,QWKH6$3$32 6\VWHP6WHS0DLQWDLQ&KHFN0RGH. For more information, see the •

SAP Library for R/3 under /RJLVWLFV → 3URGXFWLRQ3ODQQLQJDQG&RQWURO33

→0DVWHU3ODQQLQJ3303 → 'HPDQG 0DQDJHPHQW 3303

→ 3ODQQLQJ6WUDWHJLHV

'(0

•

IMG in SAP R/3 under 3URGXFWLRQ → 0DVWHU3ODQQLQJ→'HPDQG 0DQDJHPHQW→3ODQQHG,QGHSHQGHQW 5HTXLUHPHQWV→5HTXLUHPHQWV 7\SHV5HTXLUHPHQWV&ODVVHV and 3ODQQLQJ6WUDWHJ\

Availability check

LQGLYLGXDOUTPW

yes

Collective requirements are not supported.

For information on transferring changes to the product master data in the SAP R/3 System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO under 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV → ,QWHJUDWLRQRI$32DQG5 → $32&RUH,QWHUIDFH → 6HWWLQJ8SWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU→ 'DWD 7UDQVIHU → &KDQJH7UDQVIHU→&KDQJH7UDQVIHUIRU0DVWHU'DWD. 

&KHFNWKHVWRFNLQWKH6$356\VWHP

The easiest way to test the availability check is to create stock to cover requirements. You can create stock in the SAP R/3 System by posting goods receipt. a. In the SAP Easy Access menu choose /RJLVWLFV → 0DWHULDOV0DQDJHPHQW→,QYHQWRU\ 0DQDJHPHQW→*RRGV0RYHPHQW→*RRGV5HFHLSW→2WKHU. b. In the 0RYHPHQWW\SHfield enter .

0DWQR

'HVFULSWLRQ

3ODQW

6WRUDJH/RFDWLRQ

0

$FPH;2UJDQL]HU







&KHFNWKDWWKHEXVLQHVVSDUWQHULVVHWXSLQWKH6$356\VWHP

In the SAP Easy Access menu choose /RJLVWLFV → 6DOHVDQG'LVWULEXWLRQ→0DVWHU'DWD→ %XVLQHVV3DUWQHUV→&XVWRPHU→'LVSOD\.

&XVWRPHU1R

&50%XVLQHVV

1DPH

6DOHV$UHD

$FPH,QWHUQDWLRQDO



3DUWQHU1R 



7HFKQRORJ\

CRM Interaction Center: Business Scenario Configuration Guide

3.1 37

CRM Interaction Center

6HWXS6$3$32&,),QWHJUDWLRQ0RGHO 3UHUHTXLVLWHV

After setting up the Plug-In including the SAP APO Core Interface [SAP Library] (APO-CIF or CIF), you need to set up the SAP APO Core Interface integration model [SAP Library] to specify which master data, such as plants and products, should be transferred from the SAP R/3 System to the SAP APO System. In CRM Online, all products are relevant for the SAP APO System. In the SAP R/3 System, however, you need to specify which product is relevant for the SAP APO System. You do this by specifying the relevant products in the integration model of SAP APO Core Interface. 6HHDOVR

For more information, see the following sections under 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3 $32 in the SAP Library: •

In SAP APO 3.0A: −

6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV

→ 0DVWHU'DWD

−

6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV

→ ,QWHJUDWLRQRI$32DQG5→6$3

$32&RUH,QWHUIDFH

•

→,QWHJUDWLRQ0RGHO

In SAP APO 2.0A: −

$32,QWHJUDWLRQ6FHQDULR

→ 0DVWHU'DWD

−

$32,QWHJUDWLRQ6FHQDULR

→,QWHJUDWLRQRI$32DQG5→$32&RUH,QWHUIDFH→,QWHJUDWLRQ

0RGHO

.

3URFHGXUH ,QWKH6$356\VWHP

To call up the $32&,) menu choose /RJLVWLFV → &HQWUDO)XQFWLRQV → 6XSSO\&KDLQ 3ODQQLQJ,QWHUIDFH→ &RUH,QWHUIDFH$GYDQFHG3ODQQHUDQG2SWLPL]HU 6WHS&UHDWHWKH,QWHJUDWLRQ0RGHO

1. In the $32&,) menu choose ,QWHJUDWLRQ PRGHO → *HQHUDWH → &UHDWH. 2. Fill in the following details - table entries are examples only.

Model name

&50$73

Target system

$3&/17

Application

$73 $YDLODELOLW\FKHFN 0DWHULDOPDVWHUV 3ODQWV &XVWRPHUV 6WRUDJHORFDWLRQVWRFNV 6DOHVRUGHUVWRFN

Relevant materials

0DWHULDO0 3ODQW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 38

CRM Interaction Center

(([HFXWH).

3. Choose

4. Check the details and save the integration model. 6WHS$FWLYDWHWKH,QWHJUDWLRQ0RGHO

1. In the $32&,) menu choose ,QWHJUDWLRQPRGHO→$FWLYDWH 2. Select the integration model that you just created. (([HFXWH).

3. Choose

4. To activate the integration model −

place the cursor on the relevant version and choose

−

double-click the relevant version The active version will be marked with

($FWLYH,QDFWLYH , or

.

(6WDUW).

5. Choose 5HVXOW

The data specified in the integration model is transferred to the SAP APO System.

Before transferring changes to the product master data, see the documentation in the SAP Library for SAP Advanced Planner and Optimizer under 6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV → ,QWHJUDWLRQRI$32DQG5 → 6HWWLQJ8SWKH6\VWHP ,QIUDVWUXFWXUHDQG'DWD7UDQVIHU → $32&RUH,QWHUIDFH → 'DWD7UDQVIHU → &KDQJH 7UDQVIHU → &KDQJH7UDQVIHUIRU0DVWHU'DWD

6HWXS/RFDWLRQ3ODQW ,QWKH6$3$326\VWHP 7UDQVIHUORFDWLRQWR6$3$326\VWHP

You transfer the location [SAP Library] to the SAP APO System from the SAP R/3 System using the APO-CIF integration model. To display or change the location, in the 6$3(DV\$FFHVV menu choose •

In SAP APO 3.0A: 0DVWHU'DWD

•

→ /RFDWLRQ → /RFDWLRQ

In SAP APO 2.0A: 1DYLJDWLRQ

→ 0DVWHU'DWD → /RFDWLRQ

Location

3/#5%RVWRQ

Location type



Priority



Longitude



Latitude



CRM Interaction Center: Business Scenario Configuration Guide

3.1 39

CRM Interaction Center

Time zone

(67

Maintain Address

%RVWRQ

For more information on maintaining data for the location, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO) under 6$3$320DVWHU'DWD → /RFDWLRQ. ,Q&502QOLQH &UHDWHLQ&502QOLQHDEXVLQHVVSDUWQHUPDVWHUUHFRUGIRUWKHORFDWLRQSODQW WKDWLVXVHGLQ 6$3$32

When availability check is carried out, the SAP APO System determines a location and returns information on this location for each confirmation schedule line. 1. In the SAP Easy Access Menu, choose 0DVWHU'DWD → %XVLQHVV3DUWQHU →0DLQWDLQ%XVLQHVV 3DUWQHU. 2. Choose &UHDWH2UJDQL]DWLRQ and fill in the necessary details, such as:

)LHOG

'HWDLOV

Business partner

/2&

Name

3ODQW

City

%RVWRQ

Country

86$

This business partner is assigned to the location in SAP APO in Set up Customizing for Availability Check [Page 185], in Step 3 of the section ,Q&502QOLQH.

For more information, see Location Determination in the Sales Order [SAP Library].

CRM Interaction Center: Business Scenario Configuration Guide

3.1 40

CRM Interaction Center

*HQHUDWLRQ

This section describes the generation of SAP Middleware.

*HQHUDWLRQRI2EMHFWVDQG6HUYLFHV

Industry-specific runtime objects must be initially created for the object types delivered with the installation or recreated after a customer modification affecting the meta-information. If you transport modified meta-information, you must see the transport log for further information. Runtime objects that are not specific to your industry are contained in the delivery. Repository data is maintained and stored in the CRM Server. For background information, see Repository Administration and Runtime Object Generation [SAP Library]. For details on how to generate objects and services, see the Implementation Guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV*HQHUDWLQJ,QGXVWU\6SHFLILF 2EMHFWVDQG6HUYLFHV

.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 41

CRM Interaction Center

5HSOLFDWLRQ

This section describes the process of transferring new and updated data from various systems, for example from the R/3 System to the CRM System.

5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV 3XUSRVH

Before you can start the replication of business object such as business partner, products, or conditions, you need to load necessary configuration and customizing settings to the CRM Server. In general, it is necessary to distinguish between initial load from R/3 backend system to CRM Server and initial load between CRM Server and the Consolidated Database (CDB), which is used for the distribution to mobile clients. Both processes use different customizing objects as well as application objects. While there is an existing delta load of customizing objects between CRM Server and CDB, a similar process between R/3 backend system and CRM Server is not implemented. Therefore, you need to restart an initial load of customizing objects in order to update customizing settings from R/3 backend to CRM Server. The customizing objects available in the system are stored in the table SMOFOBJECT and the object flows defined for these objects are stored in table SMOFINICON. 3UHUHTXLVLWHV

Before you can start the customizing replication, you need to verify that entries for the ISO codes are unique in the following tables: 7DEOH)LHOGQDPH

'HVFULSWLRQ

T006 / ISOCODE

Unit of measures

T002 / LAISO

Language keys

TCURC / ISOCD

Currency codes

T005 / INTCA

Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur because this is not a key field in those tables (especially, if own entries have been set up with FRS\ functions.) For more information, see &KHFNLQJ,62&RGHV. 3URFHVV)ORZ

You start the initial replication process for at least one customizing object using transaction 5$6on the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can specify how many and what objects you want to load. After the load process you should monitor the object load using transaction 5$0. For more information, see •

,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV

•

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPL]LQJ2EMHFWV

• CRM Interaction Center: Business Scenario Configuration Guide

3.1 42

CRM Interaction Center

&KHFNLQJ,62&RGHV 8VH

Before starting the Customizing replication, verify that entries for the ISO codes are unique in the following tables: 7DEOH)LHOG

'HVFULSWLRQ

T006 / ISOCODE

Unit of measures

T002 / LAISO

Language keys

TCURC / ISOCD

Currency codes

T005 / INTCA

Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur because this is not a key field in those tables (especially if own entries have been set up with copy functions). 3URFHGXUH

CRM

Checking ISO Codes

Transaction code

SE16

SAP Menu

Basis Tools → ABAP Workbench → Overview → Data Browser

1. In the table name field enter 7. 2. Choose Table Contents (Enter). 3. Choose Execute (F8). 4. Check the column ISOCODE for duplicate entries. 5. Repeat these steps for the other tables.

If duplicate ISO codes are detected, they have to be replaced by new ISO codes. The final result has to be that all tables mentioned hold unique ISO code entries. Multiple entries with empty ISO codes are possible. Duplicate entries cannot be deleted directly in transaction 6(. If you want to delete database records please get advice from experienced consultants or enter an SAP message.

'HILQH3URGXFW+LHUDUFK\6WUXFWXUH

For more information about product hierarchy structures, see the documentation to the SAP Implementation Guide (IMG) transaction as mentioned in 'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH &506\VWHP.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 43

CRM Interaction Center

'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&50 6\VWHP 3URFHGXUH &50

'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&506\VWHP

7UDQVDFWLRQFRGH

6352

,0*3DWK

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

→0DVWHU'DWD→3URGXFW→ →'HILQH&DWHJRU\1XPEHULQJ6FKHPHV

3URGXFW&DWHJRU\

1. Choose 1HZ(QWULHV. 2. Select the numbering scheme R3PRODHIER and enter 1XPEHULQJ6FKHPH5 in the field 1XPEHULQJVFKHPH. 3. Click on R3PRODHIER and choose 'HILQHQXPEHULQJVFKHPHOHYHOV in the left dialog structure. The levels and number of digits for each level need to be exactly the same as in the R/3 Backend system (for example, 5-5-8 for the SAP standard delivery).

&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG 6\VWHP 3URFHGXUH 5

&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG6\VWHP

7UDQVDFWLRQFRGH

6(

6$30HQX

7RROV

→$%$3:RUNEHQFK→'HYHORSPHQW→$%$3'LFWLRQDU\

1. In the $%$3'LFWLRQDU\,QLWLDO6FUHHQ enter 352'+6 in the field 9LHZ. 2. Choose 'LVSOD\. 3. In the 'LFWLRQDU\'LVSOD\6WUXFWXUH screen the number of components corresponds to the number of levels in the CRM system. The field /HQJWK defines the number of digits for each level.

'HILQH3URGXFW,'6HWWLQJV 3URFHGXUH &50

'HILQLQJ3URGXFW,'6HWWLQJV

7UDQVDFWLRQFRGH

6352

,0*SDWK

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

→0DVWHUGDWD→3URGXFW→%DVLF →'HILQH2XWSXW)RUPDWDQG6WRUDJH)RUPRI3URGXFW,'6

VHWWLQJV

For more information, see the documentation to the IMG activity.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 44

CRM Interaction Center

,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV 8VH

You need to load customizing settings from the R/3 Backend system to your CRM Server in order to prepare the CRM Server for loading R/3 business objects such as customer or materials. In addition, if you want to use mobile sales or services, you need to load those customizing settings from the CRM Server to the Consolidated Database (CDB), where the data are stored, that are to be distributed from CRM application to mobile clients or vice versa. Since CRM server applications and CRM Mobile applications do not use exact the same data models, different customizing objects are used for the initial replication.

It is strongly recommended to customize the objects in the CRM Server EHIRUH transporting them to the CDB. This is necessary to avoid corruption of the data.

The following table gives you an overview of the basic customizing objects for the initial load from the R/3 backend system to the CRM Server. Object Name

Description

CRM

DNL_CUST_ACGRPP

Account Group Product

R/3

CRM

DNL_CUST_ADDR

Regional structure

R/3

CRM

DNL_CUST_BASIS

Basis CRM online

R/3

CRM

DNL_CUST_BASIS2

Basis CRM online

R/3

CRM

DNL_CUST_BASIS3

Basis CRM online

R/3

CRM

DNL_CUST_BASIS5

Basis CRM online

R/3

CRM

DNL_CUST_BASIS6

Basis CRM online

R/3

CRM

DNL_CUST_BNKA

Banking Master

R/3

CRM

DNL_CUST_CND

Conditions: Cust. Cond.techn.

R/3

CRM

DNL_CUST_CNDALL

Conditions: Customizing total

R/3

CRM

DNL_CUST_FGD

Free goods

R/3

CRM

DNL_CUST_PAYPL

Payplan

R/3

CRM

DNL_CUST_PRC

Conditions: Cust. Pricing

R/3

CRM

DNL_CUST_PRICE

Sales pricing and pricing item

R/3

CRM

DNL_CUST_PROD0

Material number conversions

R/3

CRM

DNL_CUST_PROD1

Product : categories

R/3

CRM

DNL_CUST_PROD3

Material : R/3 sales status

R/3

CRM

DNL_CUST_S_AREA

R/3 Sales Areas

R/3

CRM

DNL_CUST_SALES

Sales

R/3

CRM

DNL_CUST_SCE

SCE varcond

R/3

CRM

DNL_CUST_SHIP

Sales shipping

R/3

CRM

DNL_CUST_SPROD

Sales product item

R/3

CRM

DNL_CUST_SRVMAS

Customizing: Service Master

6RXUFH

7DUJHW

6LWH

6LWH

R/3

CRM Interaction Center: Business Scenario Configuration Guide

3.1 45

CRM Interaction Center

R/3

CRM

DNL_CUST_T502T

Business Partner: T502T

R/3

CRM

DNL_CUST_TAX

Customizing: Taxes

R/3

CRM

DNL_CUST_TBRC

Business Partner: Industries

R/3

CRM

DNL_CUST_TPFK

Business Partner: TPFK, TPFKT

R/3

CRM

DNL_CUST_TSAB

Business Partner: TSAB, TSABT

R/3

CRM

DNL_CUST_TVAST

Sales Document Blocking Reason

R/3

CRM

DNL_CUST_TVFS

Sales Document Billing: Block

R/3

CRM

DNL_CUST_TVGF

Business Partner: TVGF, TVGFT

R/3

CRM

DNL_CUST_TVIP

Business Partner: TVIP, TVIPT

R/3

CRM

DNL_CUST_TVLS

Deliveries: Blocking Reasons/C

R/3

CRM

DNL_CUST_TVPV

Business Partner: TVPV, TVPVT

The following table gives you an overview of the basic customizing objects for the initial load from CRM Server to the Consolidated Database (CDB). 6RXUFH

7DUJHW

6LWH

6LWH

2EMHFW1DPH

'HVFULSWLRQ

CRM

CDB

BOTVAK_OBJECT

BOTVAK_OBJECT

CRM

CDB

BOTVAPO_OBJECT

ATP Profile per line item cate

CRM

CDB

CRM_DNLPRDOBJFA

Product Object Family

CRM

CDB

CRM_DNLPRDSCHEM

Numbering Scheme for Hierarchy

CRM

CDB

CRM_DNLPRODTYPE

Definition of Product Types

CRM

CDB

CRM_DNLSUBJPROF

Subject profile

CRM

CDB

CRM_DNL_ACT_CAT

Activity Category

CRM

CDB

CRM_DNL_ACT_H

Activity

CRM

CDB

CRM_DNL_ACT_OBJ

Activity Objective

CRM

CDB

CRM_DNL_ACT_PRI

Activity Priority

CRM

CDB

CRM_DNL_BNKA

Banking Master

CRM

CDB

CRM_DNL_CODEPRG

Code Profile

CRM

CDB

CRM_DNL_CODEPRO

Code Profile

CRM

CDB

CRM_DNL_COPYCU

Service Transtion type

CRM

CDB

CRM_DNL_CYCLE

Sales cycle of the Opportunity

CRM

CDB

CRM_DNL_CYCPHAS

Sales cycle of the Opportunity

CRM

CDB

CRM_DNL_ICATEG

Service Item Category Group

CRM

CDB

CRM_DNL_ITMTYPE

Item type

CRM

CDB

CRM_DNL_IT_ASSG

Item Assignment

CRM

CDB

CRM_DNL_OPPIPOR

Opportunity Class

CRM

CDB

CRM_DNL_OPPORTH

Opportunity header customizing

CRM

CDB

CRM_DNL_OPPTYPE

Object/Opportunity Sub-Type

CRM

CDB

CRM_DNL_ORGMAN

CRM_DNL_ORGMAN

CRM

CDB

CRM_DNL_PAR_FCT

Partner function

CRM Interaction Center: Business Scenario Configuration Guide

3.1 46

CRM Interaction Center

CRM

CDB

CRM_DNL_PAR_PDD

Partner determination definiti

CRM

CDB

CRM_DNL_PAR_PDP

partner determination procedur

CRM

CDB

CRM_DNL_PHASE

Funnel Phase

CRM

CDB

CRM_DNL_PPFTCON

PPF: Actions

CRM

CDB

CRM_DNL_PPFTCU

PPF: Trigger type

CRM

CDB

CRM_DNL_PRDCT

Service Valuation types

CRM

CDB

CRM_DNL_PRDOBJF

Product Object Family

CRM

CDB

CRM_DNL_PROCTYP

Process Type

CRM

CDB

CRM_DNL_PRODUCT

Material number conversions

CRM

CDB

CRM_DNL_PRT_PFT

MSE Partner Function Categorie

CRM

CDB

CRM_DNL_QPC

Code

CRM

CDB

CRM_DNL_QPG

Code Group

CRM

CDB

CRM_DNL_SCAPPT

Appointment type

CRM

CDB

CRM_DNL_SLSITEM

Sales item customizing

CRM

CDB

CRM_DNL_SOURCE

Opportunity source

CRM

CDB

CRM_DNL_SRVCUST

Service Header Customising

CRM

CDB

CRM_DNL_SRV_TY

Service types

CRM

CDB

CRM_DNL_STAREAS

Status Reason

CRM

CDB

CRM_DNL_SUBOB

Service Object types for BTH

CRM

CDB

CRM_DNL_SUBOB_I

Service Object types for BTI

CRM

CDB

CRM_DNL_TAXCNT

TB070

CRM

CDB

CRM_DNL_TAXCN_T

TB070T

CRM

CDB

CRM_DNL_TEXT_O

Text Object Definition

CRM

CDB

CRM_DNL_TEXT_P

Text determination procedure

CRM

CDB

CRM_DNL_TG_TT

TB071

CRM

CDB

CRM_DNL_TIMECTE

Date set profile

CRM

CDB

CRM_DNL_TJ02

System Status

CRM

CDB

CRM_DNL_TJ20

Status profile

CRM

CDB

CRM_DNL_TJ30

User Status

CRM

CDB

CRM_DNL_TQ15

Code Catalog type

CRM

CDB

CRM_DNL_TTXID

Texts on text ID’s

CRM

CDB

CRM_DNL_TTXOB

Defaults for object types

CRM

CDB

CRM_DNL_VAL_TY

Service Valuation types

CRM

CDB

CRM_TTE_CNTDEP

Country dependent customizing

CRM

CDB

CRM_TTE_COMMUNI

Community

CRM

CDB

CRM_TTE_INTDATA

Cust. Int Data

CRM

CDB

CRM_TTE_MAP

Cust. Mapping

CRM

CDB

CRM_TTE_SYSDATA

Cust. System Data

CRM

CDB

CRM_TTE_TAXABIL

Cust. Taxability

CRM Interaction Center: Business Scenario Configuration Guide

3.1 47

CRM Interaction Center

CRM

CDB

CUST_CHAN_WRITE

Campaign channels

CRM

CDB

CUST_CTYPT_WRT

Campaign Type

CRM

CDB

CUST_PCAUT_WRT

Campaign authorization

CRM

CDB

CUST_PCOBJ_WRT

Campaign Objective

CRM

CDB

CUST_PCTAC_WRT

Campaign Tactics

CRM

CDB

CUST_PRCPROCDET

Determination of Pricing Proce

CRM

CDB

CUST_PRCPROC_DE

CUST_PRCPROC_DET-SalesDoc

CRM

CDB

CUST_PRIOR_WRT

Allocation Priority

CRM

CDB

CUST_PRIOTX_WRT

Campaign Priority

CRM

CDB

CUST_STUS_WRITE

Allocation itrem status

CRM

CDB

DNLITEMSTATUS

Opportunity item status

CRM

CDB

DNL_CRM_IBA_CTY

Ibase(service) component Type

CRM

CDB

DNL_CRM_IBA_TYP

Ibase Types

CRM

CDB

DNL_CUST_ART_NO

Product : categories

CRM

CDB

DNL_CUST_AU_CON

Sales Document Types: Texts

CRM

CDB

DNL_CUST_BNKA1

Banking information CRM->CDB

CRM

CDB

DNL_CUST_CLASS

Sales

CRM

CDB

DNL_CUST_COUNTR

Business Partner :T005 series

CRM

CDB

DNL_CUST_CREDIT

Business Partner: TFACT

CRM

CDB

DNL_CUST_CURREN

Currency

CRM

CDB

DNL_CUST_CUST1

Business Partner: 151,188,189

CRM

CDB

DNL_CUST_CUST2

Business Partner: TPRIT

CRM

CDB

DNL_CUST_CUST3

Business Partner :TVGFT

CRM

CDB

DNL_CUST_GLOBAL

Business Partner: TSAB, TSABT

CRM

CDB

DNL_CUST_INDUST

Business Partner: T016T

CRM

CDB

DNL_CUST_IT_CAT

Sales document item categories

CRM

CDB

DNL_CUST_LANGU

Business Partner: T002, T002T

CRM

CDB

DNL_CUST_MAT1

Sales shipping

CRM

CDB

DNL_CUST_MTART

Item Category Group

CRM

CDB

DNL_CUST_PAFUNC

Partner Function Groups

CRM

CDB

DNL_CUST_PERS1

Business Partner: TPKFT, SABT

CRM

CDB

DNL_CUST_PERS3

Business Partner: TB010

CRM

CDB

DNL_CUST_SD_CON

DNL_CUST_SD_CON

CRM

CDB

DNL_CUST_SD_OR1

Business Partner: Vast

CRM

CDB

DNL_CUST_SD_OR2

Business Partner : VFST

CRM

CDB

DNL_CUST_STOCK

Process Type

CRM

CDB

DNL_CUST_SYSMSG

Messages

CRM

CDB

DNL_CUST_SYS_TB

Contains SMONRIV

CRM

CDB

DNL_CUST_UNITS

CRM Interaction Center: Business Scenario Configuration Guide

3.1 48

CRM Interaction Center 3URFHGXUH &50

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→'DWD([FKDQJH → ,QLWLDO/RDG →6WDUW

1. In the /RDG2EMHFW field, enter . 2. In the 6RXUFH6LWH field enter the site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the site ID of the receiving system. 3. To run the replication, choose ([HFXWH) .

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPL]LQJ2EMHFWV 8VH

You use this activity in order to check the completeness of the replication of customizing objects. 3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware → Data Exchange → Initial Load → Monitor Objects

1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 2. The replication is complete if all objects have the status Done. In case of problems during replication, call the transaction 60:3(Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.

'DWD([FKDQJHIRU2UJDQL]DWLRQDO'DWD 8VH

Within the CRM system group, organizational data (for example, sales organization, distribution channel) must be available in all systems in order that the exchange of master data and documents is possible. Additionally, organizational data must be maintained consistently in all systems concerned. If you use an R/3 System with CRM, the following organizational data is transferred from the R/3 System to the CRM System during the initial data transfer for Customizing: •

Distribution Channel

•

Division

•

Default combinations of distribution channels and divisions

This data is defined as attributes in the CRM System, and not independent units. You can find further information on initial data transfer under Replication of Customizing Objects [Page 42]. During initial data transfer of Customizing data from the R/3 System, the following data is not transferred: •

Sales organization

CRM Interaction Center: Business Scenario Configuration Guide

3.1 49

CRM Interaction Center •

Sales office

•

Sales group

•

Sales area [SAP Library] (a combination of sales organization, distribution channel, division)

When processing the organizational model, R/3 organizational units are displayed on the 7\SH tab page, however this takes place through an RFC connection to a connected R/3 System. R/3 organizational units are not transferred with Customizing to the CRM server. You have to transfer this data in a separate process step, or create it manually in the CRM System. )HDWXUHV

To ensure that the required organizational data is available in all systems concerned, you can transfer organizational data in CRM from one system to another. The following possibilities are available: •

Copying the sales structure from the R/3 System to CRM Online You can transfer sales areas as well as sales offices and sales groups from R/3 to CRM with one program. After transfer, it is often necessary to post-process the structure. You can find further information under copying the sales structure from R/3 to CRM Online [Page 50].

•

Creating the organizational model manually in CRM Online [Page 52] This can be useful, if you only wish to use a part of the sales areas from the R/3 System in CRM.

•

Distributing the organizational plan from the R/3 HR System using ALE This can be useful if you use Organizational Management in the OLTP R/3 System, for example with SAP Workflow, and you have already created a detailed organizational model. You can find further information under Distributing the organizational plan from R/3 HR with ALE [Page 53]. See also SAP Note 312090.

•

Copying the organizational model from CRM Online to CRM Mobile You can find further information under Transferring the organizational model from CRM Online to CRM Mobile [Page 54]

&RS\LQJWKH6DOHV6WUXFWXUHIURP5WR&502QOLQH 3XUSRVH

If you use the R/3 System as a back end system in CRM, you need the sales structure from the R/3 System in order to transfer or create master data (for example, business partner, products, and conditions) in CRM. The following documentation explains how you can transfer the sales structure from 6DOHVDQG 'LVWULEXWLRQ (SD) of the R/3 System to CRM Online. By copying the sales structure, you can ensure that the structures in the R/3 OLTP System and in CRM Online correspond as far as possible. Corresponding sales structures is a prerequisite for being able to replicate sales documents into R/3 and exchange master data (for example, business partner and products) between systems. 3UHUHTXLVLWHV

•

You have set up a sales structure in R/3. You can find further information under Defining the sales structure in the OLTP R/3 System [SAP Library].

CRM Interaction Center: Business Scenario Configuration Guide

3.1 50

CRM Interaction Center •

The connection to the R/3 System has been set up. You can find further information under Communication Setup Overview [Page 14].

•

You transferred the distribution channels, and divisions if required, during the initial data transfer for Customizing objects. You can find further information under Initial Load of Customizing Objects [Page 45].

3URFHVV)ORZ

1. You execute the program for transferring the sales structure. You can find the program in the Implementation Guide (IMG) for &XVWRPHU5HODWLRQVKLS0DQDJHPHQWunder 0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→'DWD7UDQVIHU→&RS\56DOHV6WUXFWXUH See the information in the IMG documentation. 2. The system copies the sales structure, or the selected sales areas. To ensure a structure that matches the R/3 sales structure as far as possible, and at the same time to make use of CRM Organizational Management options, the R/3 sales structure is displayed as follows: −

An own organizational unit is created for sales organizations, distribution channels and sales groups.

−

If several sales offices are assigned to one sales group in the R/3 System, the first assignment is transferred during copying. A sales group cannot be assigned to several offices in CRM Online.

−

The currency of the company code of the R/3 sales organization is assigned as an attribute of the corresponding sales organization in CRM Online.

−

Distribution channel and division are displayed as an attribute of their own organizational unit.

3. If the system can determine a unique R/3 dummy division (R/3 header division), it enters this division automatically. 4. In order to be able to use the organizational structure in CRM Organizational Management, carry out the following post-processing steps according to the requirements of your enterprise in the IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under 0DVWHU'DWD→2UJDQL]DWLRQDO0DQDJHPHQW →2UJDQL]DWLRQDO0RGHO→&KDQJH2UJDQL]DWLRQDO0RGHO: a. Check the descriptions of the organizational units and change these to appropriate names, if required. b. Complete missing organizational units, for example organizational units for Sales or Service processes. c.

Assign further attributes, for example postal code area and product groups for the required scenarios (Sales or Service).

d. Complete positions and assign employees to the positions. You can find more information on editing the organizational model under displaying/editing objects [SAP Library].

See of the following notes for executing the program for copying the R/3 sales structure: •

If the organizational model is created automatically with this program, a possibly already existing organizational model is not changed or overwritten. For this reason, ensure that organizational units or structures have not already been created manually in CRM Online before executing the report. Otherwise errors may occur during organizational data determination and during business partner and product data maintenance, as two parallel structures exist in the system.

•

For this reason, you can execute this program only once. Where necessary, you have to make corrections manually in Organizational Model Maintenance.

•

You cannot undo the organizational model according to the R/3 sales structure in CRM Online once it has been created.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 51

CRM Interaction Center ([DPSOH

The following graphic shows how a simple sales structure from the R/3 System is displayed after transfer to CRM Online:

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Company Code

      
 
! 



 
  

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Creating the organizational model manually in CRM [Page 52]

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It may be useful in the following cases to create the organizational model manually in CRM Online: •

You use CRM without an R/3 System as a back end.

•

After automatic transfer with the program for copying the R/3 sales structure, it would be complicated to post-process the organizational model.

•

You do not wish to use the program for copying the R/3 sales structure for other reasons.

3UHUHTXLVLWHV

Before creating the organizational model in CRM, you have carried out the following activities: 1. You have analyzed the sales structure of your R/3 System and decided which sales areas, which sales offices and sales groups you require in CRM Online. You can find the R/3 sales structure in the IMG of the R/3 System under (QWHUSULVH6WUXFWXUH→'HILQLWLRQ→6DOHVDQG'LVWULEXWLRQ 2. You have decided whether you are using divisions in the CRM System. If you are not using divisions, you have switched off the use of divisions in Customizing for CRM under 0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→'LYLVLRQ6HWWLQJV→'HILQH8VHRI'LYLVLRQDQG'XPP\'LYLVLRQ. 3. You have transferred the required distribution channels and divisions, if required, with the initial data transfer. You can find further information under Replication of Customizing Objects [Page 42]. CRM Interaction Center: Business Scenario Configuration Guide

3.1 52

CRM Interaction Center 3URFHGXUH

In order to create an organizational model in CRM Online according to the example of the sales structure in R/3 6DOHVDQG'LVWULEXWLRQ 6' , proceed as follows: 1. Create an organizational model in Customizing for CRM under 0DVWHU'DWD→2UJDQL]DWLRQDO 0DQDJHPHQW→2UJDQL]DWLRQDO0RGHO→&UHDWH2UJDQL]DWLRQDO0RGHO, and define sales organizations, sales offices and sales groups in it. You can find more information on creating the organizational model under Creating objects [SAP Library]. 2. Enter the corresponding organizational units in the R/3 System (mapping). 3. Define the sales areas by assigning the sales organization, distribution channels and divisions as attributes.

You can also assign distribution channels and divisions to organizational units below a sales organization (for example, a sales office). The system then reads the sales area with the higher-level sales organization. 4. Define a dummy division [SAP Library] for data exchange with the R/3 System (for example, of business partner master data, or sales documents) in Customizing for CRM under 0DVWHU 'DWD→2UJDQL]DWLRQDO0DQDJHPHQW→'LYLVLRQ6HWWLQJV→'HILQH8VHRI'LYLVLRQDQG 'XPP\'LYLVLRQ

You can find further information on the function of the dummy division in the corresponding IMG documentation. 5HVXOW

You can enhance this organizational model in order to likewise display your Service and Purchasing processes. You can also use this organizational model for the implementation of workflow management. 6HHDOVR

Copying the sales structure from R/3 to CRM Online [Page 50]

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If you wish to use R/3 HR, and you have maintained the organizational plan there, you can distribute this organizational plan to CRM Online with ALE (Application Link Enabling). In this way, you are spared double maintenance of the organizational model in two different systems. In this scenario, R/3 HR is the leading system. You have to make changes to the organizational plan in the R/3 HR System, and you have to update CRM Online regularly. You can find further information in the Implementation Guide (IMG) of the HR System under %DVLV→ (ALE) →0RGHODQG,PSOHPHQW%XVLQHVV3URFHVVHV→&RQILJXUH3UH GHILQHG$/(%XVLQHVV3URFHVVHV→+XPDQ5HVRXUFHV0DQDJHPHQW→'LVWULEXWLQJ0DVWHU'DWD→

$SSOLFDWLRQ/LQN(QDEOLQJ

6HWXS'LVWULEXWHG2UJDQL]DWLRQDO0DQDJHPHQW

If you distributed employee master data using ALE, you cannot create or maintain employee master data in CRM.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 53

CRM Interaction Center $FWLYLWLHV

After distributing the organizational model, you have to make the following settings in Customizing for 6$3&50: •

Integration of organizational units with the business partner master records You can find further information in the IMG for &50 under 0DVWHUGDWD→ %XVLQHVV3DUWQHU → ,QWHJUDWLRQ%XVLQHVV3DUWQHU2UJDQL]DWLRQDO0DQDJHPHQW

•

Integration of employee master records with the business partner master records You can find further information in the IMG for &50 under 0DVWHUGDWD→ %XVLQHVV3DUWQHU → ,QWHJUDWLRQ%XVLQHVV3DUWQHU(PSOR\HH

•

Different number ranges for employee master records in R/3 and in CRM. You can find further information in the IMG for %DVLV (SAP Web Application Server) under 6$3 %XVLQHVV0DQDJHPHQW→6$3%XVLQHVV:RUNIORZ→%DVLF6HWWLQJV→1XPEHU5DQJH 0DLQWHQDQFH.

6HHDOVR

Distributed Organizational Management [SAP Library]

Take note of SAP Note 312090 when distributing the HR Organizational Model into CRM with ALE.

7UDQVIHUULQJWKH2UJDQL]DWLRQDO0RGHOIURP&502QOLQH WR&500RELOH 3XUSRVH

You can transfer the organizational structure from the CRM Online System for Sales Service via Middleware to mobile applications. 3URFHVV)ORZ

You start the transfer in Customizing for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under 0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→'DWD7UDQVIHU→&RS\2UJDQL]DWLRQDO6WUXFWXUHWR&500RELOH. See the corresponding information in the Implementation Guide (IMG) documentation. 5HVXOW

•

Sales areas from CRM Online are available on your laptops.

•

The organizational structure as an employee hierarchy also becomes available on the laptop.

7D[HVYLDWKH7UDQVDFWLRQ7D[(QJLQH77(

Depending on the billing scenario used - CRM invoice or R/3 invoice, you will use one of the following scenarios for determining tax: •

Transaction Tax Engine (CRM Invoice)

CRM Interaction Center: Business Scenario Configuration Guide

3.1 54

CRM Interaction Center •

Condition Technique (R/3 Invoice)

The following activities are needed to configure your system for tax calculation via the TTE: 1. Connectivity Activities [Page 56] 2. Master Data Replication for the Business Partner [Page 59] 3. Initial Customizing Download [Page 63] 4. Master Data Replication for the Product [Page 64]

0DVWHU'DWD5HSOLFDWLRQ

To replicate tax-relevant master data from R/3 to CRM for both of these methods, you: •

Make assignment settings in Customizing tables

•

Initiate a Customizing Download to transfer these Customizing tables to the CRM system

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6\VWHP

Define Business Partner and Product Tax Types [Page 59]

R/3

Define Business Partner Tax Groups [Page 60]

R/3

Define Business Partner Assignment Settings [Page 61]

R/3

Execute Validation Report for Business Partner Assignment Settings [Page 62]

R/3

Initiate Customizing Download [Page 63]

CRM

Define Product Tax Groups [Page 64]

CRM

Define Product Tax Assignment from R/3 to CRM [Page 65]

CRM

Execute Validation Report for Product Assignment Settings [Page 66]

CRM

CRM Interaction Center: Business Scenario Configuration Guide

3.1 55

CRM Interaction Center

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The Transaction Tax Engine (TTE) is an integral part of the Internet Pricing and Configurator (IPC). For information on: Setting up and installing the IPC, see The Internet Pricing and Configurator [SAP Library]. TTE-specific settings for the IPC administrator, see TTE Settings for the IPC Administrator [Page 56]. US-Specific information, see USA: Country-Specific Settings [Page 67].

77(6HWWLQJVIRUWKH,3&$GPLQLVWUDWRU

When pricing is required and a call to the TTE has to be made via the SPE, the following user exits are required under the 3ULFLQJ tab: To access the Internet Pricing and Configurator Administrator, choose Start → Programs → SAP Internet Pricing and Configurator → Administrator → Pricing Engine Parameters The TTE specific settings are made in the Pricing Engine Parameters For specific information referring to particular Support Packages, refer to the CSN Note: 449883.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 56

CRM Interaction Center 8VHU([LWV

The following user exits have to be maintained: Document User Exit

userexits.DocumentTaxUserExit

Item User Exit

userexits.ItemTaxUserExit

Features under the Transaction Tax Engine Tab Feature

Additional Information

TTE Enabled

Allows you to activate the TTE or deactivate it. As a default setting, this option is selected. Leave blank if you do not use the TTE or you need to isolate the TTE from the IPC for urgent repair work

Debug

Displays detailed debug information on the server console when selected

'DWDEDVH$OLDV

Select the name of system where the TTE configuration settings are maintained

&OLHQW

Select the client in which the TTE configuration settings are maintained

External Tax Determination

Select this option if you are using tax software from an external vendor

External Tax Package

This option is only displayed if ([WHUQDO7D[ 'HWHUPLQDWLRQ is selected. You use it to select the relevant external software vendor

WorkArea Refresh Time

Indicates the time for which a tax document that is the input and output document - is available

Customizing Refresh

Indicates the frequency in which Customizing settings are refreshed - for example every 15 minutes. You can select the Starting Time and the frequency of the Customizing Refresh

Do Persistent File

Select this option if you want to retain your tax document for data retention purposes

Persistent File Path

Path where the tax document is stored for data retention purposes

Default Indicator

Automatically selects predefined values and active database

CRM Interaction Center: Business Scenario Configuration Guide

3.1 57

CRM Interaction Center For specific information referring to particular Support Packages, refer to the CSN Note: 449905.

To access the Internet Pricing and Configurator Administrator, choose Start → Programs → SAP Internet Pricing and Configurator → Administrator → Pricing Engine Parameters

You must: Install the external tax package on the same machine The class path settings in the server.bat and the admin.bat must be:

Vertex: @SET CLASSPATH_=%CLASSPATH_%;vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci. jar

Taxware : @SET CLASSPATH_=%CLASSPATH_%;c:\winnt\java\classes\TAXWARE_SAP.zip

However, when the IPC server has to be started from the Service Manager as a service, the following lines need to be added to the classpath entry of ipc_install_dir\lib\properties\serverservice.properties :

Vertex: vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci.jar

Taxware : c:\winnt\java\classes\TAXWARE_SAP.zip

US Settings With the TTE Make these settings when the external software is called via the TTE Feature

Settings

TTE Enabled

Select

'HEXJ

Leave blank

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CRM Interaction Center: Business Scenario Configuration Guide

3.1 58

CRM Interaction Center Do Persistent File

Leave blank -> When this option is left blank, the feature Persistent File Path is not available

US Settings Without the TTE Make these settings when the external software is called directly (and not via the TTE) Feature

Settings

TTE Enabled

Leave blank -> When this option is left blank, the following features are not available: Debug Database Alias Client Do Persistent File Persistent File Path WorkArea Refresh Time Customizing Refresh

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To replicate tax-relevant Business Partner master data, you: 1. Define Business Partner tax types 2.

[Page 59]Define BP tax classification assignment settings [Page 61]

3. Validate Business Partner assignment settings [Page 62] 4. Initiate a Customizing download [Page 63]

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To replicate: R/3 tax categories for Business Partners and products to CRM tax types. You define CRM tax types in your R/3 system so that you can assign your tax classifications in the corresponding Customizing tables. These tables are used to replicate data to the CRM system via the Customizing Download.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 59

CRM Interaction Center 3UHUHTXLVLWHV

You carry out this activity in the R/3 system. In the R/3 system, you have defined: •

Tax categories

•

Tax countries

•

Tax classification

3URFHGXUH

In R/3 

Choose the transaction 3,70 You branch to the 'HILQH7D[7\SHV screen.

2. Choose 'HILQH7D[7\SHV 3. Choose 1HZ(QWULHV 4. Enter the &RXQWU\. 5. Enter the 7D[7\SH. 6. Indicate, via the checkboxes, if the tax type is relevant for the %XVLQHVV3DUWQHU, 3URGXFW, or both. 7. Save your entries. 5HVXOW

After you have defined tax types for your Business Partner, you Assign [Page 60] the Business Partner tax group After you have defined tax types for your product in R/3, you: Initiate a Customizing download to CRM [Page 63]. Assign the product tax groups to tax types in CRM [Page 64]. ([DPSOH

To define a tax type for a product or a Business Partner, make the following entries:

&RXQWU\

7D[7\SH

7D[7\SH'HVFULSWLRQ

%3FKHFNER[

3URGXFWFKHFNER

US

UTXJ

US Sales Tax

Leave Blank

Select

US

UTXJ

US Sales Tax

Select

Leave Blank

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To replicate R/3 Business Partner tax classification to CRM Business Partner tax groups, you have to define CRM Business Partner tax groups in R/3. CRM Interaction Center: Business Scenario Configuration Guide

3.1 60

CRM Interaction Center 3UHUHTXLVLWHV

You carry out this activity in the R/3 system. In the R/3 system, you have defined tax types [Page 59].

3URFHGXUH

In R/3 1. Choose the transaction 3,70 2. Select a 7D[7\SH 3. Choose $VVLJQ%XVLQHVV3DUWQHU7D[*URXS 

Choose 1HZ(QWULHV

5. Enter the &RXQWU\. 6. Enter the 5HJLRQ, if required. If you calculate tax via the jurisdiction method, you must maintain a region. 7. Enter the 7D[7\SH. 8. Enter the 7D[*URXS. 9. Save your entries.

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You can now define the business partner tax classification assignment settings [Page 61]. ([DPSOH &RXQWU\

5HJLRQ

7D[7\SH

7D[*URXS

US

Leave Blank

UTXJ

FULL

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To replicate R/3 tax categories and tax classifications to the CRM system. 3UHUHTXLVLWHV

The R/3 tax categories and tax classifications have been maintained. In addition, you have also defined: Tax types for CRM [Page 59] Tax groups for CRM [Page 60]

CRM Interaction Center: Business Scenario Configuration Guide

3.1 61

CRM Interaction Center 3URFHGXUH

In R/3 

Enter the transaction 3,70 You branch to the 7D[&ODVVLILFDWLRQ0DSSLQJ5WR&50Overview screen.

2. Choose 1HZ(QWULHV. 3. Enter the &RXQWU\. 4. Enter the 5HJLRQ If you calculate tax via the jurisdiction method, you must maintain a region. 5. Enter the CRM 7D[7\SH. 6. Enter the CRM 7D[*URXS. 

Enter the R/3 7D[&DWHJRU\



Enter the R/3 7D[&ODVVLILFDWLRQ

9. Save your entries.

5HVXOW

You have now completed the assignment settings required for the Customizing download [Page 63] to CRM to replicate your master data. ([DPSOH

To replicate the R/3 Tax Category, 9$7, and Tax Classification , valid for the UK to CRM Tax Type, 9$7, and Tax Group, )XOO, valid for the UK make the following entries:

7DEOH7D[&ODVVLILFDWLRQ0DSSLQJ5WR&502YHUYLHZ7UDQVDFWLRQ3,70 &RXQWU\

5HJLRQ

UK

7D[7\SH

7D[*URXS

7D[&DWHJRU\

7D[&ODVVLILFDWLRQ

VAT

FULL

VAT

1

9DOLGDWLQJ%XVLQHVV3DUWQHU$VVLJQPHQW6HWWLQJV 8VH

To validate Business Partner assignment settings prior to the Customizing Download. 3UHUHTXLVLWHV

You have defined: Tax types [Page 59] CRM Interaction Center: Business Scenario Configuration Guide

3.1 62

CRM Interaction Center Tax groups [Page 60] Tax classification assignment [Page 61] from R/3 to CRM 3URFHGXUH

Execute the report CRM_TAX_CUST_VALIDATE_BP

,QLWLDWLQJD&XVWRPL]LQJ'RZQORDG 8VH

To export the tax-relevant Customizing tables for replicating the Business Partner and product taxrelevant master data.

Once an initial Customizing download has been initiated, any further changes to master data in R/3 are automatically replicated in CRM by a delta download. If you make any changes to your tax-relevant Customizing tables (see the overview table in the section below, 5HVXOW), you have to initiate a new Customizing download. 3UHUHTXLVLWHV %XVLQHVV3DUWQHU5HSOLFDWLRQ

1. Define Business Partner tax types 2.

[Page 59]Define BP tax classification assignment settings [Page 61]

3. Validate Business Partner assignment settings [Page 62]

3URGXFW5HSOLFDWLRQ

1. Define product tax groups [Page 64] 2. Define product tax assignment settings 3.

[Page 65]Validate product tax assignment settings [Page 66]

3URFHGXUH

In the CRM menu:



Choose 0LGGOHZDUH→'DWD([FKDQJH→,QLWLDO/RDG→6WDUW

2. Enter the load object '1/B&867B7$;. 3. Enter 6RXUFH6LWH. In this case, the source site will be an R/3 system 4. Enter 'HVWLQDWLRQ6LWH In this case, the destination site will be a CRM system. 5. Choose ([HFXWH. CRM Interaction Center: Business Scenario Configuration Guide

3.1 63

CRM Interaction Center

5HVXOW

From a technical perspective, the following tables have been transported:

([SRUWHGWR 57DEOH

&507DEOH

TSTL (Valid Tax Categories for each country) Maintained in the IMG activity: Define Tax Determination Rules)

TB070 (Define Tax Types) Contained in the IMG activity: Define Tax Type/Group for BP/Product

TB071_CM (CRM Tax Groups)

TB071 (Define BP Tax Groups) Contained in the IMG activity: Define Tax Type/Group for BP/Product

TBO70_CM (CRM Tax Types Maintained via the transaction PITC TB072_CM (Tax Classification R/3 CRM) Maintained via the transaction PITM

CRMC_TAX_MAP_BP (BP Tax Classification for Conditions: Mapping R/3 CRM) Contained in the IMG activity: Assignment of Business Partner Data for Conditions from R/3 to CRM

3URGXFW5HSOLFDWLRQ2YHUYLHZ

To replicate tax-relevant product master data, you 1. Initiate a Customizing download 2.

[Page 63]Define product tax groups [Page 64]

3. Define product tax assignment settings 4.

[Page 65]Validate product tax assignment settings [Page 66]

'HILQLQJ3URGXFW7D[*URXSV 8VH

To assign the CRM product tax group to the CRM tax type so that product tax assignment settings can be made to replicate master data.

3UHUHTXLVLWHV

Product tax types have been defined [Page 59] and downloaded [Page 63].

CRM Interaction Center: Business Scenario Configuration Guide

3.1 64

CRM Interaction Center 3URFHGXUH

In CRM Customizing: 1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→'HILQH7D[7\SH *URXSIRU3URGXFW

2. Select 7D[7\SHfrom the subdialog 'HILQH7D[7\SH Product tax types are defined in R/3. Only product tax types that have been defined and downloaded will be available. 

Select $VVLJQ3URGXFW7D[*URXS

4. Enter the &RXQWU\ 

Enter the 7D[7\SH



Enter the 7D[*URXS In CRM you can define a product tax group with up to 20 alpha-numerical characters. However, maintain CRM product tax groups so that they correspond to the R/3 tax classification.

7. Save your entries.

5HVXOW

You are now ready to define the product tax data assignment settings [Page 65] from R/3 to CRM. ([DPSOH

To assign CRM products with R/3 materials, maintain the values as follows:

&RXQWU\

5HJLRQ

7D[7\SH

7D[*URXS

US

Leave blank

UTXJ

FULL

US

Leave blank

UTXJ

NONE

'HILQLQJ3URGXFW7D[$VVLJQPHQW6HWWLQJV 8VH

To replicate R/3 tax categories and tax classifications for the product to the CRM system. 3UHUHTXLVLWHV

You have defined Product tax types [Page 59] Product tax groups [Page 64]

CRM Interaction Center: Business Scenario Configuration Guide

3.1 65

CRM Interaction Center 3URFHGXUH

In the CRM Customizing: Choose Customer Relationship Management → %DVLF)XQFWLRQV→7D[HV→'DWD7UDQVIHU→ 'HILQH$VVLJQPHQWRI3URGXFW7D['DWDIURP5WR&50

Enter the &RXQWU\. Enter the 5HJLRQ. Enter the 7D[7\SH. Enter the 7D[*URXS. Enter the 7D[6HTXHQFH. Enter the 7D[&ODVVLILFDWLRQ. Save your entries. 5HVXOW

You are now ready to validate your data transfer settings before proceeding to the Customizing Download.

9DOLGDWLQJ3URGXFW7D[$VVLJQPHQW6HWWLQJV 8VH

To validate product tax assignment settings prior to the Customizing download. 3UHUHTXLVLWHV

You have defined: Tax types [Page 59] for the product Tax groups [Page 64] for the product. Tax classification assignment [Page 65] from R/3 to CRM for the product. 3URFHGXUH

In CRM Customizing: Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW → %DVLF)XQFWLRQV→7D[HV→'DWD7UDQVIHU→ &KHFN&XVWRPL]LQJRI'DWD7UDQVIHU

5HVXOW

When your assignment settings have been validated, you can proceed with the Customizing download.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 66

CRM Interaction Center

&RXQWU\6SHFLILF,QIRUPDWLRQ

For country-specific information for tax calculation via the TTE, see: USA [Page 67]

86$&RXQWU\6SHFLILF6HWWLQJV

US taxes are calculated in CRM with the support of an external system. During the processing of CRM transactions, such as address maintenance, the external tax system is called to:

'HWHUPLQHMXULVGLFWLRQFRGH

Every master record in which address data is maintained must have a jurisdiction code that is defined and determined in the external tax system. The CRM system passes the relevant address data to the external tax system and the external tax system returns the possible jurisdiction codes that match the address criteria. For information on setting up the system for jurisdiction code determination, see Jurisdiction Code Determination Communication. &DOFXODWHWD[UDWHVDQGDPRXQWV

During sales transaction processing or whenever pricing is carried out, the external tax system is called for tax calculation. In contrast with the jurisdiction code determination, tax calculation with an external system using a JAVA-based CRM component, the Internet Pricing and Configurator (IPC). This external software must be installed on the same server as the IPC. For information on setting up the IPC for the external system, see TTE Settings for the IPC Administrator. [Page 56]

-XULVGLFWLRQ&RGH'HWHUPLQDWLRQ&RPPXQLFDWLRQ

To establish the jurisdiction code communication between the CRM and the external tax system via a RFC (Remote Function Call), you need to carry out the following activities:

1. Define Physical Destination [Page 68] 2. Define External Tax Calculation [Page 70] 3. Determine Function Call [Page 69] 4. Assign Country for External System [Page 70]

CRM Interaction Center: Business Scenario Configuration Guide

3.1 67

CRM Interaction Center

'HILQLQJ3K\VLFDO'HVWLQDWLRQ 8VH

To create an RFC destination between CRM and the external tax system for jurisdiction code determination.

3URFHGXUH

In the CRM Customizing: 

Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ →'HILQH3K\VLFDO'HVWLQDWLRQ

&DOFXODWLRQ

2. Choose ([HFXWH. You branch to 5)&'HVWLQDWLRQ6FUHHQ. 3. Choose &UHDWH. 4. Enter a logical name for the RFC destination, such as 9(57(; or 7$;:$5(. 5. Enter 7 in Connection Type. "T" stands for TCP/IP communication protocol. 6. Enter a short description text. 7. Save your entries. On saving your entries, the 7HFKQLFDO6HWWLQJV subdialog appears. 8. Define 7HFKQLFDO6HWWLQJV. You must define the directory path in which the tax system executable or shellscript program is installed. SAP recommends the following methods for defining the directory path: If CRM and the external system are on the same server Select the radio button $FWLYDWLRQ7\SH- 6WDUWRQ$SSOLFDWLRQ6HUYHU In the field 3URJUDP, specify the external tax system executable or shellscript program in addition to the directory path on which it was installed.

If CRM and the external system are on different servers: Select the radio button $FWLYDWLRQ7\SH- 6WDUWRQ([SOLFLW+RVW In the field 3URJUDP, specify the external tax system executable or shellscript program in addition to the directory path on which it was installed. In the field 7DUJHW+RVW, enter the host name of the server in which the external tax system resides.

9. Choose 6DYH.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 68

CRM Interaction Center 5HVXOW )ROORZ2Q3URFHGXUHV &KRRVH7HVW&RQQHFWLRQWRFKHFN\RXUFRQQHFWLRQ

If any errors occur, check, in addition to verifying that your original entries were correct, that the following is correct: •

Gateway host and service name.

•

Installation of correct external tax system and correct version.

•

Installation of external tax system API and correct version for the CRM interface.

•

Version of RFC libraries.

•

Permissions set on user account.

&KHFNWKHDYDLODELOLW\RI5)&IRUGHWHUPLQLQJMXULVGLFWLRQ

From the 5)&'HVWLQDWLRQ6FUHHQ, choose 6\VWHP,QIRUPDWLRQ

→

)XQFWLRQ/LVWIRU5)&B'(7(50,1(B-85,6',&7,21

If this is missing, contact your system administrator.

'HWHUPLQLQJWKH)XQFWLRQ&DOO 8VH

To determine the function call that is used to call the external system for jurisdiction code determination. 3URFHGXUH

In the CRM Customizing: 

Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ →'HWHUPLQDWLRQRI)XQFWLRQ&DOO

&DOFXODWLRQ

2. Enter the data as follows: Field

Enter

Partner

7

Event

Select 'HWHUPLQDWLRQRI7D[-XULVGLFWLRQ&RGH from the pulldown menu.

Destination

Enter the physical destination [Page 68] you created.

for Taxware or 9 for Vertex.

3. Choose 6DYH

CRM Interaction Center: Business Scenario Configuration Guide

3.1 69

CRM Interaction Center

'HILQLQJ([WHUQDO7D[&DOFXODWLRQ 8VH

To define how CRM accesses the external tax system, you have to define the external partner, the RFC destination, and the jurisdiction code structure.

3URFHGXUH

In the CRM Customizing: 1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ &DOFXODWLRQ→'HILQH([WHUQDO7D[&DOFXODWLRQ. 2. Choose 1HZ(QWULHV. 3. Enter the data as follows: Partner - Enter 7 for TAXWARE or V for VERTEX. Destination - Enter the destination that you created in Defining Physical Destination. [Page 68] Jurisdiction Code Structure - Enter 2-5-2 for Taxware and 2-3-4-1 for Vertex 4. Save your entries.

$VVLJQLQJ([WHUQDO6\VWHPVWR&RXQWULHV 8VH

To assign a partner (external software system) to a country for jurisdiction code determination.

3URFHGXUH



Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ &DOFXODWLRQ→&RXQWU\$VVLJQPHQWIRU([WHUQDO6\VWHPV'HWHUPLQDWLRQRI7D[-XULVGLFWLRQ&RGH

2. Choose 1HZ(QWULHV 3. Enter data as required, for example the country 86 and for the partner 7 for Taxware. 4. Choose 6DYH

CRM Interaction Center: Business Scenario Configuration Guide

3.1 70

CRM Interaction Center

0DVWHU'DWD5HSOLFDWLRQIURP5%DFNHQG6\VWHPWR &506HUYHU 3XUSRVH

Your customer base is an essential part of your customer relationship management system. Therefore, mySAP CRM offers you a simple way to load your customer base and dependent data such as contact persons and customer hierarchies to the CRM system. Furthermore, in order to run your business as usual with your CRM system you can easily load other essential master data such as materials, conditions, and prices, as well as taxes. The master data transfer between an R/3 backend system and a CRM system encompasses both the initial load of data and the perpetual load (delta load) between both systems. 3UHUHTXLVLWHV

Before you can start the initial load of master data, you have to make sure •

all necessary customizing objects required for certain master data are successfully loaded to the CRM system.

•

the organizational model is successfully set up in the CRM system

•

the mapping between necessary sales organizations in CRM and R/3 is maintained. For more information about how to set up the organizational model, see 'LVSOD\LQJ(GLWLQJ 2EMHFWV.

•

the dummy division is defined For more information about how to define the dummy division, see in the CRM Implementation Guide (IMG) under 0DVWHU 'DWD → 2UJDQL]DWLRQDO0DQDJHPHQ → 'LYLVLRQ6HWWLQJ → 'HILQH 8VHRI'LYLVLRQDQG'XPP\'LYLVLRQ.

3URFHVV)ORZ

The initial loads of master data follow a sequence which is given by the dependencies between different master data: •

Business Partner

•

Contact Person

•

Customer Hierarchy (optional)

•

Materials

•

Conditions and Pricing Procedures

5HSOLFDWLRQRI%XVLQHVV3DUWQHUV 3XUSRVH

Customer master data is the essential base of any customer relationship management system and its applications. You need to replicate customer master data in order to make your current customer base available to your CRM applications. The replication process is divided into two steps Replication of master data from an R/3 backend system to the CRM Server (using the R/3 adapter in the CRM Middleware). To load the contact persons to the CRM system there are two types of contact person data according to the R/3 backend system. The first type is ’business partner relations’ master data for Industry Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The second type is ’contact persons’ master data for standard R/3 backend systems. The download object for the first type is BUPA_MAIN and the download object for the second type is CUSTOMER_MAIN. CRM Interaction Center: Business Scenario Configuration Guide

3.1 71

CRM Interaction Center Replication of master data from CRM Server to CRM Mobile (using Business Document (Bdoc) BUPA_MAIN). Please do not mix up the Bdoc BUPA_MAIN with the download object BUPA_MAIN. The replication process is divided into three different phases Initial data load of customizing and configuration data Initial data load of application data Delta load of application data The following chapter covers the replication of customer or business partner master data from an R/3 backend system to your CRM Server. 3UHUHTXLVLWHV

Before you start the replication process for business partners, you have to make sure that the replication of the necessary customizing objects has been finished successfully. For more information, see 5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV. 3URFHVV)ORZ

You start the initial replication process for at least one application object using transaction 5$6on the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can specify how many and what objects you want to load. After the load process you should monitor the object load using transaction 5$0.

'HILQLQJ6RXUFHVIRU%XVLQHVV3DUWQHU&UHDWLRQ

A business partner can be created and maintained in different classifications and in different systems depending on the business scenario. The following table describes the business partner usage in different CRM applications. An entry in the column CRM or R/3 indicates that this business partner classification is mandatory in this system for the specified key capability. .H\&DSDELOLW\

6DOHV

,QWHUQHW

)LHOG6DOHV

6DOHV

&ODVVLILFDWLRQ

&50

5

&50

5

&XVWRPHU

X

X

X

&RQVXPHU

X

X

X

&50

5

,QWHUDFWLRQ

0DUNHWLQJ

,QWHJUDWHG

6HUYLFH

&HQWHU

0DQDJH

6DOHV

3URYLGHUV

PHQW

3ODQQLQJ

&50

5

&50

X

X

X

X

X

X

X

X

5

&50

5

X

X

&50

5

5HTXLUHGIRU

3URVSHFWLYH

X

FXVWRPHU &RPSHWLWRU

%XVLQHVV3DUWQHU&RQFHSWVLQ5DQG&50

The business partner concepts of the R/3 system and the CRM system are different. Therefore, you have to define a mapping when exchanging business partners from R/3 to CRM and vice versa. D 56\VWHP

•

Every business partner has to be assigned to an account group that determines the properties of business partners, especially: •

Master data fields

•

Number range

CRM Interaction Center: Business Scenario Configuration Guide

3.1 72

CRM Interaction Center • •

Specific functionality for sales and distribution

There are more than 20 different account groups available in the standard delivery.

E &506\VWHP

•

Business partners in the CRM system are grouped by using classifications which determine: •

Master data fields

•

Specific functionality

•

The number ranges are not directly assigned to the classification. The number range is determined by the so-called grouping. When creating a business partner you can assign a grouping to the business partner. If you do not assign a grouping, the system uses the specified standard grouping for internal or external number assignment.

•

There are only 5 different classifications •

Consumer: Organization

•

Consumer: Person

•

Customer

•

Prospective customer

•

Competitor

You can assign more than one classification when creating a business partner. The classifications obey the following hierarchy. Consumer > Customer > Prospective Customer > Competitor For example, if you assign the classifications Consumer and Customer to a business partner the leading classification in the mapping process to account groups in R/3 is the classification Consumer. You have to define the mapping of business partner for both directions: from the R/3 system to the CRM system and vice versa. Thereby you have to: •

Map account groups to classifications and make sure that the required fields in both systems are identical

•

Map the number ranges

'HILQLQJ1XPEHU$VVLJQPHQW6WUDWHJ\IRU%XVLQHVV 3DUWQHUV

There are two alternatives for mapping the business partner numbers from the R/3 Backend system to the CRM Server and vice versa. &KRRVLQJGLIIHUHQWQXPEHUUDQJHV 'HVFULSWLRQ

The business partner IDs of R/3 and CRM business partners are not identical. There is always an internal assignment table that maps the R/3 business partner ID to the corresponding CRM business partner to ensure a consistent data exchange. $GYDQWDJHV

•

The mapping procedure is easy

•

No problems with duplicate business partner IDs

CRM Interaction Center: Business Scenario Configuration Guide

3.1 73

CRM Interaction Center 'LVDGYDQWDJHV

•

Identification of the same business partner in the R/3 Backend system and the CRM Server application is difficult. The R/3 ID is only available for searching and is not displayed in the master data record.

3URFHGXUH

When mapping R/3 account groups to CRM business partner groupings and vice versa you choose always internal number assignment in the receiving system, i.e. a business partner that is created in R/3 Backend system gets automatically a new ID during the replication to the CRM Server and vice versa. You can choose the same or different number ranges for the mapping of account group to classification. To avoid misunderstandings, i.e. customers with the same ID are not identical, it is recommended to use different number ranges. ([DPSOHIRUPDSSLQJ

CRM Server

R/3 Backend System

Classification

From number to number

Replication direction

Account group

From number to number

Customer

1000-1999

Internal R/3 Backend 0001 number range to CRM Server

1-999

Internal number range

Customer

1000-1999

Internal CRM Server 0001 number range to R/3 Backend

1-999

Internal number range

The first customer created in the R/3 Backend system gets ID 1 in the R/3 Backend system and ID 1000 in the CRM System. If the next customer is created in the CRM system he will get the ID 1001 in the CRM system and ID 2 in the R/3 Backend system. &KRRVLQJLGHQWLFDOQXPEHUUDQJHV 'HVFULSWLRQ

The business partner IDs of R/3 and CRM business partners are identical. There is always an internal assignment table that maps the R/3 business partner ID to the corresponding CRM business partner to ensure a consistent data exchange. $GYDQWDJHV

•

Identification of the same business partner in OLTP R/3 and CRM system is easy possible because of using the same ID.

'LVDGYDQWDJHV

•

The mapping procedure is complicated.

•

Duplicate business partner IDs may occur if the mapping is not defined correctly.

3URFHGXUH

There are two ways to guarantee identical number ranges. /HDGLQJV\VWHPDSSURDFK

Define a leading system for business partner maintenance, i.e. business partners belonging to the same account group or classification are only maintained in the OLTP R/3 or in the CRM system exclusively. ([DPSOH

Customers (account group 0001) are only maintained in the OLTP R/3, consumers (account group 0170) are only maintained in the CRM system. The account group and the mapped classification CRM Interaction Center: Business Scenario Configuration Guide

3.1 74

CRM Interaction Center must have the same number range. For the receiving system external number assignment is required. You have to make sure that business partner creation in the receiving system is prohibited. ([DPSOHIRUPDSSLQJ

CRM System

OLTP R/3

Classification

From number to number

Replication direction

Account group

From number to number

Customer

1-999

External R/3 Backend 0001 number range to CRM Server

1 -999

Internal number range (leading)

Consumer

1000-ZZZ

Internal CRM Server 0170 number range to R/3 (leading) Backend

1000-ZZZ

External number range

6HSDUDWHDFFRXQWJURXSDSSURDFK

If the leading system approach is not feasible you can ensure identical number ranges by using different account groups. ([DPSOH

Customers have to be maintained in the R/3 Backend system and in the CRM system in parallel. Define one account group (e.g. 0001) for customers that are created in the R/3 Backend system and have to be replicated in the CRM system. Define an additional account group (e.g. Z001) for customers that are created in the CRM system and have to be replicated to the R/3 Backend system. Use different number ranges for these account groups and define external number assignment in the receiving system.

This approach is not applicable for consumers because there can only be one unique account group for consumers in the R/3 Backend system. Therefore you have to chose the leading system approach to ensure identical numbers for consumers in both systems.

CRM System

OLTP R/3

Classification

From number to number

Replication direction

Account group

From number to number

Customer

1-999

External R/3 Backend 0001 number range to CRM Server

1 -999

Internal number range (leading)

Customer

1000-1999

Internal CRM Server Z001 number range to R/3 (leading) Backend

1000-1999

External number range

In the following only the required activities for implementing the separate account group approach for customers and the leading system approach for consumers are described, i.e. the CRM system is the leading system for the creation of consumers after the initial replication from the R/3 Backend system.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 75

CRM Interaction Center

0DSSLQJ%XVLQHVV3DUWQHU0DVWHU'DWDIURP5WR &50

In order to map the business partner master data from R/3 Backend system to CRM Server you have to run the following activities: 1. Identifying relevant R/3 account groups. 2. Defining number ranges for CRM business partners. 3. Defining CRM business partner groupings. 4. Mapping R/3 account group to CRM classification The following table describes all relevant elements that have to be maintained for the mapping of R/3 account groups to CRM classifications. It is also mentioned at which activity the element is maintained. It is recommend to maintain this table to keep the overview when running the following activities. 5

&50

6WHS

6WHS

6WHS

6WHS

6WHS

6WHS

,QWHUYDO

1XPEHU

$FFRX

1XPE

1XPEHU

&ODVVLILFDWL

*URXSL

1XPE

QW

HU

,QWHUYDO

DVVLJQP

RQ

QJ

HU

DVVLJQP

JURXS

UDQJH

HQW

UDQJH

HQW

0001

01

000010000 0000099999 9

Internal or External

Customer

R001

R1

000010000 0000099999 9

External

For the above example, the mapping runs as follows: 1. A business partner for account group VROGWRSDUW\ is created in the R/3 system. 2. The account group has the number range assignment  and internal number assignment, i.e. a number is automatically created from the interval for this business partner, e.g. . 3. The business partner is replicated to the CRM system. 4. The account group is assigned to the classification &XVWRPHU with grouping 5. Grouping 5 is assigned to number range 5 that is identical to the R/3 number range . The R/3 customer that is replicated to the CRM system automatically is created with classification &XVWRPHU and gets the same number because external number assignment is chosen for the CRM number range.

,GHQWLI\LQJ5HOHYDQW5$FFRXQW*URXSV 8VH

In the OLTP R/3 analyze the relevant account groups and their assigned number ranges. Identify the account groups that you are using when creating business partners in the OLTP R/3. For these account groups a mapping have to be defined in the following activities. 3URFHGXUH

R/3

Identifying Relevant R/3 Account Groups

Transaction code

OVT0

IMG Path

Logistics General → Business partners → Customers → Control → Define account groups and field selection for customer

CRM Interaction Center: Business Scenario Configuration Guide

3.1 76

CRM Interaction Center 1. Select your relevant customer groups. 2. Choose Details (F2). 3. An overview table of the number ranges appears. Select the field Number range and choose F4 to get the interval for this number range. In this table, the External field indicates whether the number range is internal or external. 4. Note down the account group information in the table described in the activity Mapping Business Master Data from R/3 to CRM. It will be used in the following activities.

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV 3DUW 8VH

For each number ranges of the selected account groups of the OLTP R/3 you have to create a number range in the CRM system. 3URFHGXUH &50

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV,

7UDQVDFWLRQFRGH

BUCF

,0*3DWK

→6$3%XVLQHVV3DUWQHU → %XVLQHVV → 1XPEHU5DQJHVDQG*URXSLQJV→

&URVV$SSOLFDWLRQ&RPSRQHQWV 3DUWQHU

→

%DVLF6HWWLQJV

'HILQH1XPEHU5DQJHV

1. Choose &KDQJH,QWHUYDOV. For each different number range identified in the activity ,GHQWLI\LQJ5HOHYDQW5$FFRXQW*URXSV create a new number range. 2. Choose ,QVHUW,QWHUYDOand enter the number range according to the R/3 number range. 3. Choose the ([W. flag for the number range. 4. Save your entries.

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV3DUW 8VH

For each number range created in the activity 'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV, you have to create a grouping. The business partner gets a number from the number range that is assigned to the grouping. This grouping is only used for defining number ranges for business partners that are replicated from R/3 to CRM.

These groupings should not be used for creating business partners in the CRM system, because business partners belonging to these groupings are not replicated to the OLTP R/3.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 77

CRM Interaction Center

3URFHGXUH &50

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV,

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&URVV$SSOLFDWLRQ&RPSRQHQWV

→6$3%XVLQHVV3DUWQHU→%XVLQHVV →%DVLF6HWWLQJV→1XPEHU5DQJHVDQG*URXSLQJV → 'HILQH

3DUWQHU

*URXSLQJDQG$VVLJQ1XPEHU5DQJHV

1. Choose 1HZ(QWULHV. Create a grouping for each number range interval created in the activity 'HILQLQJ1XPEHU5DQJHV IRU&50%XVLQHVV3DUWQHUV

2. Enter the following values: )LHOG

9DOXH

5HPDUNV

Grouping



Choose a grouping with a leading character that indicates that this grouping should not be used when creating business partners in the CRM system, e.g. ‘R’

Short name

, e.g. R/3 Customer

Choose a name indicating that this grouping is used for the corresponding R/3 account group

Description

, e.g. R/3 Customer

Number range



Choose one of the number ranges you have created before.

External

Selected

External number assignment is required.

Deselected

This field has to be set only for the grouping that is used for the classification &RQVXPHU



Choose (QWHU

Int.Std.Grping

3HUVRQ

Ext.Std.Grping

Deselected

4. Save your entries.

&UHDWLQJ55HIHUHQFH&XVWRPHU 8VH

This activity is not valid •

for R/3 releases less than 4.6

•

if a reference customer for consumer is already created

Business partners with the classification Consumer: Persons are distributed as business partner master data for consumers to the R/3 system (as of release 4.6). The sales area data copied from the reference business partner to the business partner master records for consumers in the CRM is not distributed to the customer master records in the R/3 system. The sales area data for consumers in the R/3 system is determined from the R/3 reference customer. For these data use an existing account group you created as customer master records for consumers in the R/3 system, e.g. account group 0170. CRM Interaction Center: Business Scenario Configuration Guide

3.1 78

CRM Interaction Center You have to create a customer master record that can be used as reference customer. This customer must have consistent sales area data for all sales areas that can be assigned to a consumer which is created in the CRM system.

Do not choose an existing customer as reference business partner. The reference customer does not have to be a consumer himself. Create the reference customer as Sold-To-Party. 3URFHGXUH

R/3

Creating R/3 Reference Customer

Transaction code

XD01

SAP Menu

Logistics → Logistics Execution → Master Data → Partner → Customer → Create → Total

1. Create a new customer master record and maintain all relevant data. You can also copy this business partner from an existing business partner where typical sales area data is maintained already.

$VVLJQLQJ&RQVXPHUWR5HIHUHQFH&XVWRPHU 8VH

This activity is not valid •

for R/3 releases less than 4.6

•

if a reference customer for consumer is already created

There is only one reference customer in an R/3 client. This reference customer is implicitly assigned to the account group for consumers. 3URFHGXUH 5

$VVLJQLQJ&RQVXPHU±5HIHUHQFH&XVWRPHU

7UDQVDFWLRQFRGH

VD07

6$30HQX

/RJLVWLFV

→6DOHVDQG'LVWULEXWLRQ→0DVWHU'DWD→%XVLQHVV3DUWQHUV →&XVWRPHU→$VVLJQ&RQVXPHU±UHI&XVWRPHU

1. In the field 5HIFXVWRPHU enter the business partner you have created in the activity &UHDWLQJ %XVLQHVV3DUWQHUIRU5HIHUHQFH&XVWRPHU

2. Choose (QWHU 3. Save your entries.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 79

CRM Interaction Center

&UHDWLQJ$FFRXQW*URXSIRU&50&RQVXPHUV 8VH

This activity is only valid for R/3 system releases less than 4.6 You have to create a new account group for the mapping of business partner classifications Consumer: Organizations and Consumer: Persons. The mapping is described in the following activity. 3URFHGXUH

R/3

Creating Account Group for Consumers

Transaction code

OVT0

IMG Path

Logistics General → Logistics Basic Data: Business partners → Customers → Control → Define account groups and field selection for customer

1. Create a new account groups by copying account group 0001. 2. Select account group 0001 and choose Copy as. 3. Enter the following values: Field

Value

Remarks

Account Group (ID)



Choose an ID beginning with ‘Z’ , e.g. Z0170.

Account Group (Name)



Choose a name indicating that this account group is used for the mapping of CRM consumers, e.g. CRM Consumers.

Number range



Choose a number range corresponding to the number range for the classification Consumer in the CRM system.

4. Save your entries.

0DSSLQJ5$FFRXQW*URXSVWR&50&ODVVLILFDWLRQV 8VH

For each of the OLTP R/3 account groups you have to define a mapping to a CRM business partner classification and grouping. In the CRM system, the following business partner classifications exist: •

Customer

•

Consumer: Organization

•

Consumer: Person

•

Sales Prospect

•

Competitor

3URFHGXUH 5

0DSSLQJ5$FFRXQW*URXSVWR&50&ODVVLILFDWLRQV

7UDQVDFWLRQFRGH

PIDE

CRM Interaction Center: Business Scenario Configuration Guide

3.1 80

CRM Interaction Center For each account group you have to specify the classification (for example &RQVXPHU) and the grouping (that is, number ranges). 1. In the dialog structure choose 5Å&50$VVLJQ$FFRXQW*USWR%3&ODVVLILFDWLRQ. 2. Choose 1HZHQWULHV. 3. Enter the following values: )LHOG

9DOXH

5HPDUNV

Account Group



Create an entry for every R/3 account group even if no mapping should be defined for this account group

Name



Determined automatically

Classification



Choose the relevant classification to which the account group should be assigned. Leave this field empty if no assignment is necessary, i.e. business partners of this account group don’t have to be replicated to the CRM system. The account group for consumers (e.g. 0170) have to be assigned to the classification &RQVXPHU3HUVRQ.

Grouping



Choose the grouping that was created for this classification.

External

Selected

External number assignment is required to make sure that the business partner numbers are identical in R/3 and CRM.

([DPSOH $FFRXQW*URXS

1DPH

&ODVVLILFDWLRQ

*URXSLQJ

([WHUQDO

0001

Sold-to party

Customer

R001

Selected

0002

Goods recipient

Customer

R001

Selected

0005

Prospective customer

Sales Prospect

R001

Selected

0006

Competitor

Competitors

R001

Selected

0170

Consumer

Consumer: Person

R002

Selected

...

...

...

0DSSLQJ%XVLQHVV3DUWQHU0DVWHU'DWDIURP&50WR 5

In order to map the business partner master data from CRM to R/3 you have to run the following activities: 1. Defining number ranges for CRM business partners. 2. Defining CRM business partner groupings. CRM Interaction Center: Business Scenario Configuration Guide

3.1 81

CRM Interaction Center 3. Creating R/3 business partner number ranges. 4. Creating R/3 account groups. 5. Mapping CRM classifications to R/3 account groups. The following table describes all relevant elements that have to be maintained for the mapping of CRM classifications to R/3 account groups. It is also mentioned at which activity the element is maintained. It is recommend to maintain this table to keep the overview when running the following activities. &50

5

&ODVVLILFDWL

*URXSL

1XPE

1XPEHU

$FFRX

1XPE

RQ

QJ

HU

DVVLJQP

QW

HU

DVVLJQP

UDQJH

HQW

JURXS

UDQJH

HQW

6WHS

6WHS

6WHS

6WHS

6WHS

C1

000010000 0000099999 9

External

6WHS

6WHS

6WHS

,QWHUYDO

6WHS

,QWHUYDO

1XPEHU



Customer

C001

C1

000010000 0000099999 9

Internal or External

Z001



For the example above the mapping runs as follows: 1. A business partner with classification &XVWRPHU and grouping C001 is created in the CRM system. 2. The grouping C001 has the number range assignment & and internal number assignment, i.e. a number is automatically created from the interval for this business partner, e.g. . 3. The business partner is replicated to the R/3 system. 4. The classification is assigned to the account group =VROGWRSDUW\  The number range & with the same interval as R/3 number range & is assigned to account group = The CRM business partner that is replicated from the CRM system to the R/3 system gets the CRM number because external number assignment is chosen for the R/3 number range.

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV 3DUW 8VH

For the business partners created in the CRM system you have to define number ranges. You can define one number range for all classifications or define for example a separate number range for each classification. 3URFHGXUH &50

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV,,

7UDQVDFWLRQFRGH

BUCF

,0*3DWK

→ 6$3%XVLQHVV3DUWQHU→%XVLQHVV →%DVLF6HWWLQJV → 1XPEHU5DQJHVDQG*URXSLQJV Å 'HILQH

&URVV$SSOLFDWLRQ&RPSRQHQWV 3DUWQHU

1XPEHU5DQJHV

1. Choose &KDQJH,QWHUYDOV. 2. Choose ,QVHUW,QWHUYDO and enter the new number range. Make sure that this interval is not used in the R/3 system for business partners.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 82

CRM Interaction Center 3. It is recommended to use internal number assignment. Therefore the ([W. flag should not be selected. 4. Save your entries.

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV3DUW 8VH

For each number range created in the activity 'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV ,, you have to create a grouping. This grouping has to be assigned manually or automatically when creating a business partner. The business partner gets a number from the number range that is assigned to the grouping. 3URFHGXUH &50

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV,,

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&URVV$SSOLFDWLRQ&RPSRQHQWV Å 6$3%XVLQHVV3DUWQHU Å %XVLQHVV

→%DVLF6HWWLQJV Å 1XPEHU5DQJHV DQG*URXSLQJV Å 'HILQH

3DUWQHU

*URXSLQJDQG$VVLJQ1XPEHU5DQJHV

1. Choose 1HZ(QWULHV. Create a grouping for each number range interval created in the activity 'HILQLQJ1XPEHU5DQJHV IRU&50%XVLQHVV3DUWQHUV

2. Enter the following values: )LHOG

9DOXH

5HPDUNV

Grouping



Choose a grouping with a leading character that indicates that this grouping should be used when creating business partners in the CRM system, e.g. ‘C’

Short name

, e.g. CRM Customer

Choose a name indicating that this grouping is used for the corresponding R/3 account group

Description

, e.g. CRN Customer

Number range



Choose one of the number ranges you have created before.

External



Set automatically according to the selected number range



Choose (QWHU

Int.Std.Grping

Deselected

Ext.Std.Grping

Deselected

4. Save your entries

CRM Interaction Center: Business Scenario Configuration Guide

3.1 83

CRM Interaction Center

&UHDWLQJ5%XVLQHVV3DUWQHU1XPEHU5DQJHV 8VH

For all number ranges created in the CRM system as described in 'HILQLQJ&50%XVLQHVV3DUWQHU 1XPEHU5DQJHV3DUW  you have to define a corresponding number range in the R/3 Backend system. This is necessary to ensure that a business partners created in the CRM system get the same ID when they are replicated to the R/3 Backend system. 3URFHGXUH 5

'HILQLQJ5%XVLQHVV3DUWQHU1XPEHU5DQJHV

7UDQVDFWLRQFRGH

OVZC

,0*3DWK

/RJLVWLFV*HQHUDO

→

→&XVWRPHUV→&RQWURO →

%XVLQHVV3DUWQHU

'HILQHDQGDVVLJQFXVWRPHUQXPEHUUDQJHV

1. Choose Define Number Ranges for Customer Master. 2. Choose Change Intervals. 3. Choose Insert Interval and enter the number range according to the CRM number range created in the activity Defining CRM Business Partner Number Ranges II. 4. The Ext. flag has to be selected. 5. Save your entries.

&UHDWLQJ5$FFRXQW*URXSV 8VH

In order to map the CRM business partner classifications to R/3 account groups for the replication of business partners from the CRM system to the OLTP R/3 you have to define a separate account group for each classification (exception: &RQVXPHU3HUVRQ) You can’t use the same account groups that you have chosen for the replication from the OLTP R/3 into the CRM system, because this would cause inconsistencies. For example: Account group is mapped to classification &XVWRPHU for both replication directions R/3 Å CRM and CRM Å R/3. When two different customers are created at the same time in R/3 and CRM it is possible that they get the same number. In this case the replication would not work because the customer number that have to be created in the receiving system is already blocked.

These account groups should not be used for creating business partners in the R/3 system, because business partners belonging to these account groups are not replicated to the CRM system. 3URFHGXUH 5

&UHDWLQJ5$FFRXQW*URXSV

7UDQVDFWLRQFRGH

OVT0

,0*3DWK

/RJLVWLFV*HQHUDO

→%XVLQHVV3DUWQHU→&XVWRPHUV→&RQWURO→'HILQH

$FFRXQW*URXSVDQG)LHOG6HOHFWLRQIRU&XVWRPHU

1. Create account groups for each CRM classification according to the following recommendation:

CRM Interaction Center: Business Scenario Configuration Guide

3.1 84

CRM Interaction Center

&50&ODVVLILFDWLRQ

5$FFRXQW*URXS

Customer

Copy of 0001

Consumer: Organization

Copy of 0001

Consumer: Person

No copy !

Competitor

Copy of 0006

Prospective Customer

Copy of 0005

2. Create the new account groups by copying from the original account group. Select the account group and choose &RS\DV 3. Enter the following values: )LHOG

9DOXH

5HPDUNV

Account Group (ID)



Choose an ID beginning with ‘Z’ , e.g. Z001 for the copy of account group 0001.

Account Group (Name)



Choose a name indicating that this account group is used for the mapping of CRM classifications, e.g. &50&XVWRPHU for the copy of account group 0001.

Number range



Choose the number range you have created in the activity &UHDWLQJ5EXVLQHVVSDUWQHU QXPEHUUDQJHV for the classification the account group is defined for.

4. Save your entries.

After creating the new account groups you have to define the allowed partner functions for this account group. 5

'HILQH3DUWQHU)XQFWLRQV

7UDQVDFWLRQFRGH

VOPA

,0*3DWK

6DOHVDQG'LVWULEXWLRQÅ%DVLF)XQFWLRQVÅ3DUWQHU'HWHUPLQDWLRQÅ 'HILQH3DUWQHU)XQFWLRQV

1. Select partner object &XVWRPHU0DVWHU. 2. Choose 3DUWQHU)XQFWLRQV 3. Choose (QYLURQPHQWÅ$FFWJUSDVVLJQPHQW. 4. Overwrite an existing line with the following data. The overwritten data will not be deleted. )LHOG

9DOXH

Funct

SP

Acct group



5. Repeat this step with the values (SH, ), (BP, ) and (PY, ) 6. Save your entries.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 85

CRM Interaction Center

0DSSLQJ&50&ODVVLILFDWLRQVWR5$FFRXQW*URXSV 8VH

For each of the CRM business partner classifications you have to define a mapping to a R/3 account group. Use the R/3 account groups you have created in &UHDWLQJ5$FFRXQW*URXSV. 3URFHGXUH 5

0DSSLQJ&50&ODVVLILFDWLRQVWR5$FFRXQW*URXSV

7UDQVDFWLRQFRGH

PIDE

For each account group you have to specify the classification (for example &RQVXPHU) and the grouping (that is, number ranges). 1. In the dialog structure choose CRM Å R/3: Assign BP Classification to Account Grp. 2. Choose New entries. 3. Enter the mapping according to the following recommendation: 5HFRPPHQGDWLRQIRU&RQVXPHU

The business partner data that you create in CRM as consumers, it is important to know whether the business partners are organizations or persons. •

Organizations are distributed to the R/3 system as business partner master data for customers, and not for consumers. Thus, the sales area data that was copied from the reference business partner to business partner master records for consumers in CRM is distributed to customer master records in the R/3 system. Create an account group in the R/3 system specifically for business partner master records with the classification &RQVXPHU2UJDQL]DWLRQ of the CRM system. Do not use an existing account group that you created in the R/3 system for customer master records for consumers.

•

Persons are distributed as business partner master data for consumers to the R/3 system (as of release 4.6). The sales area data copied from the reference business partner to the business partner master records for consumers in the CRM is not distributed to the customer master records in the R/3 system. The sales area data for consumers in the R/3 system is determined from the reference customer. For these data use an existing account group you created as customer master records for consumers in the R/3 system.

5HFRPPHQGDWLRQIRU&XVWRPHU

Assign the account group that is relevant in the R/3 system for customers. This is also assigned when the business partner is additionally classified as a SURVSHFWLYHFXVWRPHU and a FRPSHWLWRU in the CRM system. 5HFRPPHQGDWLRQIRU3URVSHFWLYH&XVWRPHU

Assign the account group that is relevant in the R/3 system for prospective customers. This is also assigned when the business partner is additionally classified as a FRPSHWLWRU in CRM. 5HFRPPHQGDWLRQIRU&RPSHWLWRU

Assign the account group that is relevant as competitors in the R/3 system.

If you have maintained neither an account group for consumers, nor a reference customer in the R/3 system or in case that the release of your R/3 system is earlier than 4.6, do not assign an account group for these data but use the new account group for both situations: organizations or persons.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 86

CRM Interaction Center ([DPSOH &50&ODVVLILFDWLRQ

5$FFRXQW*URXS

Customer

Copy of 0001 (sold-to party)

Consumer: Organization

Copy of 0001 (sold-to party) or Z170 for R/3 < 4.6

Consumer: Person

0170 or Z170 for R/3 < 4.6

Competitor

Copy of 0006 (competitor)

Prospective Customer

Copy of 0005 (prospective customer

6\QFKURQL]LQJ)LHOG6HWWLQJVIRU%XVLQHVV3DUWQHUIRU &RQVXPHU 8VH

In order to replicate business partners from the OLTP R/3 to the CRM system and vice versa you have to synchronize the field settings for business partner, i.e. if a master data record field in the receiving system has the setting Required Entry an upload is only successful if this field maintained in the master data record of the sending system. To avoid replicating problems the required entries of the master data records have to be identical. Please check these entries especially in the following cases: •

You have changed optional entries to required entries in the R/3 system or the CRM system.

•

You have to replicate consumers with account group 0170.

3URFHGXUH

R/3

Synchronizing Field Settings for Business Partners

Transaction code

OVT0

IMG Path

Logistics General → Logistics Basic Data: Business partners → Customers → Control → Define account groups and field selection for customer

1. Choose an account group that is relevant for the mapping. 2. Choose GHWDLOV. 3. Double-click the text *HQHUDO'DWDin screen area )LHOGVWDWXV. 4. Double-click on each of the different entries in the 6HOHFW*URXS area, e. g. Address. The corresponding field list is displayed. 5. Repeat these steps for all field status areas (Company code data, Sales data). 6. In the CRM system choose the IMG activity: Cross-Application &RPSRQHQWV → SAP Business 3DUWQHU → Business 3DUWQHU → Basic 6HWWLQJV → Field *URXSLQJV → Configure Field Attributes per BP Role 7. Choose the business partner roles that correspond to the account group and check if the required entries are identical.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 87

CRM Interaction Center

5HSOLFDWLQJ55HIHUHQFH&XVWRPHU 8VH

In order to make sure that the sales area data of a CRM consumer is identical in the CRM system an the R/3 system you can download the R/3 reference customer to the CRM system and use him as CRM reference business partner.

The replication of the reference customer is only relevant to the R/3 system release 4.5 or higher.

As of SAP CRM 3.0 the download object '1/B5()&86720(5 does not support the initial download of the R/3 reference customer any more and must not be used. Check SAP note  before starting the replication of the reference customer. If the note is still valid for your CRM support package you have to replicate the reference customer according to the procedure described in this note. In this case, you have to skip the following procedure. As of SAP CRM 3.1 use the following procedure to download the R/3 reference customer to the CRM system. 'RZQORDG5HIHUHQFH&XVWRPHU &50

0DLQWDLQ5HIHUHQFH%3IRU&RQVXPHUV

7UDQVDFWLRQFRGH

CRMC_BUPA_CONSUM

6$30HQX

0DVWHU'DWD Å %XVLQHVV3DUWQHU Å 0DLQWDLQ5HIHUHQFH%3IRU &RQVXPHUV

1. Check whether there is a reference business partner number in the 5HIHUHQFH%XV3DUWQHU field or not. If there is already a number displayed in the field, the R/3 reference customer has been already downloaded. The number represents the assigned business partner, which has been created from the R/3 reference customer. If there is no number displayed in the field, continue the procedure. 2. Choose (QYLURQPHQW → ,QLWLDO'RZQORDG5HIHUHQFH&XVWRPHU. 3. Confirm the message displayed by the CRM Middleware. The system starts the download of the SAP R/3 reference customer &KHFN'RZQORDGRIWKH5HIHUHQFH&XVWRPHU &50

'LVSOD\%'RF0HVVDJHV

7UDQVDFWLRQFRGH

SMW01

6$30HQX

1. Enter bupa_main in the %GRF7\SH*HQHUDWLRQ1DPH field. 2. Choose ([HFXWH)  3. Check whether the Bdoc state indicates any errors or not. If the Bdoc state indicates errors, choose (UURUV and analyze the reasons. If the Bdoc indicates no errors, return to 0DLQWDLQ5HIHUHQFH%3IRU&RQVXPHUV

CRM Interaction Center: Business Scenario Configuration Guide

3.1 88

CRM Interaction Center 5HVXOW

If the initial download of the reference customer is successful, a reference business partner will be created in the CRM system. The system displays the number of the reference business partner in the 5HIHUHQFH%XV3DUWQHU field. The sales area data of the R/3 reference customer are now displayed in the 0DLQWDLQHG6DOHV$UHDV section.

0DLQWDLQLQJ5HIHUHQFH%XVLQHVV3DUWQHUIRU&RQVXPHU 8VH

In this activity you define the replicated R/3 reference customer as reference business partner for consumers in the CRM system. 3URFHGXUH &50

0DLQWDLQLQJ5HIHUHQFH%XVLQHVV3DUWQHUIRU&RQVXPHUV

7UDQVDFWLRQFRGH

CRMC_BUPA_CONSUM

6$30HQX

0DVWHU'DWD

→%XVLQHVV3DUWQHU→0DLQWDLQ5HIHUHQFH%3IRU

&RQVXPHUV

1. Check if the Field "Reference Bus. Partner" is filled. 2. Note the number of the Reference Business Partner, choose the transaction &500B%83$B0$3, put the number of reference business partner into the field "Business Partner", and execute it. 3. See whether the field, "Customer", contains the number of the Reference Customer in R/3. 4. Copy the GUID of the Reference Business Partner which is displayed in the field "Business partner GUID". 5. Go to your related R/3 System, choose transaction 6(, choose the table &50.8115 and press F7, put the copied GUID of the CRM reference business partner into the field "PARTN_GUID" in the selection screen and execute it. 6. Check if you can find an identical entry for this selection and see if the field "CUSTOME_NO" contains the number of the Reference Customer in R/3. If all this checks are done, you can start the load of the customers.

6HOHFWLQJ&XVWRPHUIRU5HSOLFDWLRQ2SWLRQDO 3URFHGXUH

CRM

Selecting Customers for Replication

Transaction code

R3AC1

SAP Menu

Middleware → Data Exchange → Object Management → Business Objects

1. Ensure that you are in change mode. Choose Display Change (Ctrl+F1). 2. To set the filter for the business object CUSTOMER_MAIN, click on the filter symbol. 3. Choose the relevant data for your filter settings, for example you can specify the customer numbers for replication. 4. Save your settings.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 89

CRM Interaction Center

If you specify filter criteria and enter values into numeric fields to narrow the range of objects to be downloaded, make sure you add leading zeros to the value until the full length of the R/3 database table field is reached. For example: Customer number KNA1.KUNNR requires 10 digits (0000065543) Material number MARA.MATNR requires 18 digits (000000000010000040). This is due to differences in field lengths between the CRM system and the R/3 Back-end System. Do not take into account the field length of the CRM system.

,QLWLDO/RDGRI&XVWRPHU0DVWHU'DWD 3UHUHTXLVLWHV

There are certain prerequisite configuration objects, before you load business partners. Make sure the necessary configuration objects are loaded successfully. The essential 12 configuration objects are the following: DNL_CUST_BNKA, DNL_CUST_ADDR, DNL_CUST_TVPV, DNL_CUST_TVLS, DNL_CUST_TVIP, DNL_CUST_TVGF, DNL_CUST_TVFS, DNL_CUST_TVAST, DNL_CUST_TSAB, DNL_CUST_TPFK, DNL_CUST_T502T, and DNL_CUST_TBRC.

If you are working with consumers you have to replicate the reference customer before. 3URFHGXUH

If you create customer data as business partner master data in your R/3 backend system, you need to use the download object %83$B0$,1 in order to load your customer master data from R/3 to CRM Server. If you create customer data as customer master data in your R/3 backend system you need to use the download object &86720(5B0$,1 in order to load your customer master data from R73 to CRM Server. &50

5HSOLFDWLQJ&XVWRPHUV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

→'DWD([FKDQJH→,QLWLDO/RDG → 6WDUW

1. In the /RDG2EMHFW field, enter &86720(5B0$,1 or

%83$B0$,1

respectively

2. In the 6RXUFH6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID of the receiving system. 3. To run the replication, choose ([HFXWH) .

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPHUV 3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware → Data Exchange → Initial Load → Monitor Objects

1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. CRM Interaction Center: Business Scenario Configuration Guide

3.1 90

CRM Interaction Center 2. The replication is complete if all objects have the status Done.

In case of problems during replication, call the transaction 60:3(Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.

&KHFNLQJ%XVLQHVV3DUWQHUV

In the Business Partner Maintenance of the CRM system, ensure that for each business partner the sales data must be maintained for each CRM-relevant sales area (6DOHV6KLSSLQJ%LOOLQJ'RFXPHQW tab pages). Please make sure that for a given business partner and a chosen sales area two entries are maintained, one with a division, and one without. 3URFHGXUH

CRM

Checking Business Partners

Transaction code

BP

SAP Menu

Master Data → Business Partner → Maintain Business Partner

1. Enter the number/name of your business partner. 2. In the Role field, choose Sold-to-Party. 3. Click &KRRVH6DOHV$UHD and select relevant sales areas. 4. Choose the 6DOHV, 6KLSSLQJ and %LOOLQJ tab and check whether the required data is available.

If no fields are displayed on the 6DOHV6KLSSLQJ and %LOOLQJ tab run the following procedure. 1. Call transaction %863(Generate Subscreen Containers for Screens). 2. Enter a client and as application object %83$. 3. Select ’All screens’ 4. Choose Execute (F8).

5HSOLFDWLRQRI&RQWDFW3HUVRQV 3XUSRVH

If you maintain contact persons for customer in the R/3 Backend system, you need to replicate these contact persons to the CRM Server in order to have the same information available for a business partner as in the R/3 Backend system. To load the contact persons to the CRM system there are two types of contact person data according to the R/3 backend system. The first type is ’business partner relations’ master data for Industry Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The second type is ’contact persons’ master data for standard R/3 backend systems. The download object for the first type is BUPA_REL and the download object for the second type is CUSTOMER_REL. 3UHUHTXLVLWHV

The replication of the customer master data has successfully been finished.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center 3URFHVV)ORZ

Replicating contact person consists of the replication of the contact persons, the monitoring of the replication and the final check of completeness.

,QLWLDO/RDGRI&RQWDFW3HUVRQV 3UHUHTXLVLWHV

The initial load of customer master data has successfully been finished. 3URFHGXUH

If you use the download object BUPA_MAIN for the initial load of customer master data, you need to use the download object %83$B5(/ in order to load your contact master data from R/3 to CRM Server. If you use the download object CUSTOMER_MAIN for the initial load of customer master data, you need to use the download object &86720(5B5(/ in order to load your contact master data from R/3 to CRM Server. &50

,QLWLDO/RDGRI&RQWDFW3HUVRQV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

→'DWD([FKDQJH→,QLWLDO/RDG→6WDUW

1. In the /RDG2EMHFW field, enter &86720(5B5(/ or %83$B5(/ respectively. 2. In the 6RXUFH6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID from the receiving system. 3. To run the replication, choose ([HFXWH) .

All contact persons for whom the corresponding business partners are not available in CRM are automatically omitted.

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&RQWDFW3HUVRQV 8VH

In order to check the completeness of the replication you can monitor the replication status of the downloaded objects. When all objects have the status Done, the replication of the contact persons has been successfully carried out. 3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware → Data Exchange → Initial Load → Monitor Objects

1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 5HVXOW

The replication is complete if all objects have the status Done.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 92

CRM Interaction Center

In case of problems during replication, call the transaction 60:3 (Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.

&KHFNLQJ&RPSOHWHQHVVRI5HSOLFDWLRQ 3URFHGXUH &50

Checking Completeness of Replication

7UDQVDFWLRQFRGH

SE16

6$30HQX

%DVLV7RROV

→$%$3:RUNEHQFK→2YHUYLHZ→'DWD%URZVHU

1. Enter %87 in the field 7DEOHQDPH. 2. Choose ([HFXWH (F8). 3. Compare the number of entries with the number of entries in the R/3 table KNVK. The number of entries should be identical. Please note that all contact persons for which the corresponding business partner is not available in the CRM system are not replicated.

5HSOLFDWLRQRI&XVWRPHU+LHUDUFK\ 3XUSRVH

You can match the customer hierarchy in the R/3 Backend system to the business partner group in the CRM system. 3URFHVV)ORZ

The process is divided in four activities: •

Initial load of the table KNVH (customer hierarchy) from the R/3 backend system to the CRM system. In order to load the Table you have to start the initial load via the CRM Middleware.

•

Checking the replication status of the initial load.

•

Analyzing the table KNVH and creating business partner groups in the CRM system. In order to run the analysis and the creation of the business partner groups you have to start the transaction BPH_DNL in the CRM system.

•

Activating the dalta load for the customer hierarchy.

,QLWLDO/RDGRI&XVWRPHU+LHUDUFK\ 3UHUHTXLVLWHV

The initial load of customer master data has successfully been finished. 3URFHGXUH &50

Initial Load of Customer Hierarchy

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

→'DWD([FKDQJH→,QLWLDO/RDG→6WDUW

1. In the /RDG2EMHFW field, enter DNL_BUPA_KNVH. CRM Interaction Center: Business Scenario Configuration Guide

3.1 93

CRM Interaction Center 2. In the 6RXUFH6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID from the receiving system. 3. To run the replication, choose ([HFXWH) .

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPHU+LHUDUFK\ 8VH

In order to check the completeness of the replication you can monitor the replication status of the downloaded objects. When all objects have the status Done, the replication of the customer hierarchy has been successfully carried out. 3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware → Data Exchange → Initial Load → Monitor Objects

2. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 5HVXOW

The replication is complete if all objects have the status Done.

In case of problems during replication, call the transaction 60:3 (Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.

0DWFKLQJ&XVWRPHU+LHUDUFK\WR%XVLQHVV3DUWQHU *URXS 8VH

You use this activity in order to match the customer hierarchy downloaded as table KNVH from the R/3 backend system to business partner groups in your CRM system. 3URFHGXUH

CRM

Matching Customer Hierarchy to Business Partner Group

Transaction code

BPH_DNL

1. Choose Execute (F8). 2. Check the log file for errors. 3. Choose 6DYH

$FWLYDWLQJ'HOWD/RDG 8VH

The delta download for the R/3 customer hierarchy is active. All data changed in the R/3 System is delta downloaded to CRM. The customer hierarchy is built as a hierarchy tree of the category  for pricing with the description 5&50. CRM Interaction Center: Business Scenario Configuration Guide

3.1 94

CRM Interaction Center Consequences: •

You can display, but not maintain this tree in CRM.

•

You can no longer create trees with the category .

This way it is ensured that pricing based on the customer hierarchy and the BP group hierarchy will have the same result in both the R/3 System as well as in CRM. 3URFHGXUH &50

Activating Delta Load

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&50

→0DVWHU'DWD→%XVLQHVV3DUWQHU→%XVLQHVV3DUWQHU*URXS →$FWLYDWH'HOWD/RDG

+LHUDUFK\

1. Set flag in field 'HOWDGRZQORDGDFWLYH. 2. Save your entries.

5HSOLFDWLRQRI0DWHULDOV

The following activities are needed to replicate the product settings to the CRM system: •

Checking Materials

•

Defining Number Ranges for Materials

•

Checking Item Category Groups

•

Copying Item Category Groups

•

Selecting Materials for Initial Load

•

Initial Loaf of Materials

•

Monitoring Replication Status of Materials

&KHFNLQJ0DWHULDO 8VH

You use this activity in order to check whether the material master that you want to sell in your CRM System is in the corresponding sales area in the R/3 Backend system 3URFHGXUH 5

&KHFNLQJ0DWHULDO

7UDQVDFWLRQFRGH

MM03

6$30HQX

/RJLVWLFVÅ0DWHULDOV0DQDJHPHQWÅ0DWHULDO0DVWHUÅ0DWHULDOÅ 'LVSOD\Å'LVSOD\&XUUHQW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 95

CRM Interaction Center

'HILQLQJ1XPEHU5DQJHVIRU0DWHULDOV 8VH

In opposite to the replication of customers there is no number range definition required for the replication of materials from the R/3 backend system to the CRM system. Materials are automatically created with the same number in the CRM system.

If you do not create materials in the CRM system no further activities are required. If you create materials in the R/3 backend system and the CRM system in parallel duplicate numbers for different materials may occur if the number ranges in the R/3 backend system and the CRM system are overlapping. Duplicate numbers do not cause errors because each material gets in addition an internal unique identifier. To avoid duplicate numbers you have to make sure that the number ranges for materials in the CRM system and the R/3 backend system do not overlap. 3URFHGXUH

CRM

Defining Number Ranges for Materials

Transaction code

SPRO

IMG Path

→0DVWHU'DWD→ 3URGXFW→6HWWLQJVIRU3URGXFWType→1XPEHU $VVLJQPHQW→'HILQH1XPEHU5DQJHVIRU0DWHULDOV &XVWRPHU5HODWLRQVKLS0DQDJHPHQW

&KHFNLQJ,WHP&DWHJRU\*URXSV 8VH

The item categories of the R/3 Backend system have to be created in the same way in the CRM system. You use this activity in order to identify the relevant item category groups in the R/3 Backend system. 3URFHGXUH 5

&KHFNLQJ,WHP&DWHJRU\*URXSV

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

→6DOHV→6DOHV'RFXPHQWV→6DOHV'RFXPHQW →'HILQH,WHP&DWHJRU\*URXSV

6DOHVDQG'LVWULEXWLRQ ,WHP

1. Copy the relevant item categories that you want to use in the CRM system.

&RS\LQJ,WHP&DWHJRU\*URXSV 8VH

You use this activity in order to create the item category groups in the CRM system that you copied from the R/3 backend system. 3URFHGXUH &50

&RS\LQJ,WHP&DWHJRU\*URXSV

CRM Interaction Center: Business Scenario Configuration Guide

3.1 96

CRM Interaction Center

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&50

→7UDQVDFWLRQV→%DVLF6HWWLQJV→'HILQH,WHP&DWHJRU\*URXS

1. On the ,WHP&DWHJRU\*URXS screen choose 1HZHQWULHV. 2. Paste the relevant item category groups that you have copied from the R/3 Backend system. 3. Save your entries.

There are item category groups in the CRM system initially. When copying already existing item category groups from the R/3 system you get an error message during saving in the CRM system. In this case you have to choose 6NLS.

6HOHFWLQJ0DWHULDOVIRU,QLWLDO/RDG 8VH

You use this activity in order to specify the materials for the initial load into the CRM system. 3URFHGXUH

CRM

Selecting Materials for Initial Load

Transaction code

R3AC1

SAP Menu

0LGGOHZDUH

→ 'DWD ([FKDQJH → 2EMHFW 0DQDJHPHQW →

%XVLQHVV 2EMHFWV

1. Make sure you are in change mode. 2. Set the filter for the business object MATERIAL. 3. In the field Source Site Name enter the Site ID of the R/3 backend system, where you want to load the material master from. 4. Specify the material numbers for replication, e.g. by selecting table 0$5$ and field 0$715. 5. Save your settings.

If you specify filter criteria and enter values into numeric fields to narrow the range of objects to be downloaded, make sure you add leading zeros to the value until the full length of the R/3 database table field is reached. Material number 0$5$0$715 requires 18 digits (000000000010000040).

,QLWLDO/RDGRI0DWHULDOV 8VH

You use this activity in order to replicate the materials you specified in the filter settings into the CRM system. 3URFHGXUH &50

,QLWLDO/RDGRI0DWHULDOV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

→'DWD([FKDQJH→,QLWLDO/RDG→6WDUW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 97

CRM Interaction Center 1. In the /RDG 2EMHFWfield, enter 0$7(5,$/. 2. In the 6RXUFH6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID of the receiving system. 3. To run the replication, choose ([HFXWH (F8).

0RQLWRULQJ5HSOLFDWLRQ6WDWXVRI0DWHULDOV 8VH

You use this activity in order to check the completeness of the replication of material masters. 3URFHGXUH

CRM

Monitoring Replication Status of Materials

Transaction code

R3AM1

SAP Menu

0LGGOHZDUH

→ 'DWD ([FKDQJH → ,QLWLDO /RDG → 0RQLWRU 2EMHFWV

1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 5HVXOW

The replication is complete if all objects have the status Done.

In case of problems during replication call the transaction 60:3 (Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.

5HSOLFDWLRQRI&RQGLWLRQV 3XUSRVH

There is an initial data exchange and a delta data exchange available for conditions. The delta data exchange from the R/3 System into the CRM System is currently only supported for the condition master data and not for Customizing settings. ,QLWLDO'DWD([FKDQJH

•

The initiative comes from the CRM system

•

Selection of an object for which data should be exchanged (Example: All conditions for one customer)

•

Transfer of complete condition data for the selected object

•

The initial exchange can be used both for Customizing data and for condition data

'HOWD'DWD([FKDQJH

•

The initiative comes from the R/3 System

•

When creating or changing condition data, the changes are automatically transferred into the CRM System

•

Only data records that have been changed are forwarded, not the complete data from the whole object

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center $FWLYLWLHV

Carry out the activities described below in the given sequence.

&RS\LQJ&XVWRPL]LQJ'DWD&502QOLQH 8VH

You must first transfer the Customizing data for the condition technique and pricing from the R/3 System into the CRM System. Changes to structures and tables using another condition model in the CRM System are automatically taken into account in the data exchange. Start the program 602)B'2:1/2$'in the &506\VWHP using transaction R3AS. The standard system has the following objects for transferring: •

DNL_CUST_CNDALL (all data for the condition technique and pricing)

•

DNL_CUST_CND (condition technique data without the cross-client data)

•

DNL_CUST_PRC (Pricing data)

You can create user-defined objects via 0LGGOHZDUH→'DWD([FKDQJH→2EMHFW0DQDJHPHQW→ (transaction R3AC5), to execute specific data exchange. These objects must be assigned in the same way to the standard objects of the object class CONDCUSTOMIZING.

&RQGLWLRQ2EMHFWV

This ensures that all condition structures for the condition technique are transferred from the R/3 System into the CRM System. The condition technique involves the views and view cluster that can be found in Customizing for the CRM System under %DVLF)XQFWLRQV!3ULFLQJ!&RQGLWLRQ7HFKQLTXH. This applies to the following structures: •

Condition tables

•

Access sequences

•

Condition types

•

Pricing procedures

•

Condition exclusion

The structures transferred from the R/3 System can only be displayed in Customizing in the CRM System. Only Customzing data that was created in the CRM System, can be changed there. This can be done using the 6RXUFHV\VWHP indicator in the Customizing data. You can see a technical view in the table CND_MAPC_CNV_TAB in the CRM System. This contains the relationship between the CRM and R/3 tables. The CRM Customizing table is in the LOCAL_TABLE field, the R/3 table from which the CRM table is completed is in the REMOTE_TABLE field (you can display the contents with transaction SE16). /RJ

You can see a log for the data transfer if you enter transaction CND_MAP_LOG_DISPLAY (Object: COND_EXCHANGE, subobject: CUSTOMIZING). If the size of the table allows it, each table is analyzed in a block.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 99

CRM Interaction Center 5HVWULFWLRQV

Check the condition types that you want to use in the CRM System. 'HWDLOHG&RPSDULVRQRIWKH&RQGLWLRQ7\SHVLQ3ULFLQJ3URFHGXUH59$$ &7\SH

7LWOHRIFRQGLWLRQW\SH

$YDLODEOHLQ&50

5HDVRQ

EK01

Actual costs

no

The function product costing is not supported.

PR00

Price

yes

PB00

Gross price

yes

PR02

Interval price

yes

VA00

Variant price

yes

Gross KUMU

Cumulation condition

yes

KA00

Action

yes

K032

Price group/Material

yes

K005

Customer/Material

yes

K007

Customer discount

yes

K004

Material

yes

KO29

Materials pricing group

yes

K030

Cust/MatGrp

yes

K031

Pricing group/MatGrp

yes

RA01

% discount from net

yes

RA00

% discount from gross

yes

RC00

Quantity discount

yes

RB00

Absolute discount

yes

RD00

Weight discount

yes

VA01

Variant price

yes

NETP

Price

yes

PN00

Price (net)

yes

PMIN

Minimum price

yes

Net item KP00

Pallet discount

yes

KP01

Incompl. Pallet surch.

yes

KP02

Mixed pallet disc.

yes

KP03

Mixed pallet surch.

yes

HA00

Percentage discount

no

HB00

Absolute discount

no

CRM Interaction Center: Business Scenario Configuration Guide

3.1 100

CRM Interaction Center

HD00

Freight

no

KF00

Freight

yes

AMIW

Minimum sales order value

yes

AMIZ

Minimum value surcharge

yes

R100

100% discount

no

HM00

Order value

yes

BO01

Group rebate

PR02

Material rebate

BO03

Customer rebate

BO04

Hierarchy rebate

BO05

Hierarchy rebate/Mat.

PI01

Inter-company price

no

Function not supported

AZWR

Down payment/Settlement

no

Function not supported

SKTV

Cash discount

yes

MWST

Output tax

yes

Discount function not supported

Rebate conditions are not supported

- for output tax there is the condition type MWSC in the CRM System. This works without the tax indicator. - Condition type 0TTE when using CRM Billing

DIFF

Rounding off

yes

SKTO

Cash discount

yes

RL00

Factoring discount

no

MW15

Tax factoring discounting

no

VPRS

Cost

yes

If CRM Billing is being used, the cost price is determined for the billing document (goods issue of the R/3 OLTP System reads the costs and transfers them to the billing due list in the CRM System).

EK02

Calculated costs

no

Function not supported

not supported

not supported (invoice lists)

Profit margin EDI1

Cust. expected price

no

EDI2

Cust. expected value

no

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

3RVWSURFHVVLQJ&XVWRPL]LQJ'DWD&502QOLQH 8VH

The Customizing download is not able to convert all data from R/3 format to CRM format. Report /SAPCND/RV12N001 carries out postprocessing, and completes the conversion from R/3 to CRM format. It also generates all objects that are required for the condition technique. The converted Customizing is used as a basis. You can see the most current version of the report description /SAPCND/RV12N001 in the OSS note 398078. $FWLYLWLHV

•

Carrying out the Customizing download

•

First step: Conversion of Customizing from R/3 into CRM format with the report /SAPCND/RV12N001. This program carries out the following steps: Correction of Customizing. Calls up the Business Add-In (BADI) /SAPCND/CORR_CUST. The BADI contains the method AFTER_CORRECTION which you can use to make changes to Customizing that has been corrected. Generating objects of the condition technique (for example, condition tables for CRM Online and the CDB). Issues a log (the log is a function of the application log).

•

Second step: Analysis of converted Customizing Which pricing procedures do I want CRM to support? Which condition types, access sequences and condition tables must be consistent in CRM?

•

Third step: Find out if anything is inconsistent by comparing the IMG settings in the R/3 System with the settings in the CRM System

•

Fourth step: Field mapping of the download makes this possible. (Recording of user-defined fields is described in the IMG under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→3ULFLQJ →'HILQH6HWWLQJVIRU3ULFLQJ→8VHU'HILQHG)LHOGV).

•

Fifth step: Repeat Customizing download and steps 1 to 4 until data is consistent

•

Sixth step: Delete Customizing that is not required using report /SAPCND/RV12N001.

•

Seventh step: Transport Customizing into the subsequent systems.

1RWHV

You can find the most up-to-date help on analyzing errors during data transfer in the OSS System under 6$3&RPSRVLWH1RWH. :KHQH[DFWO\GR\RXH[HFXWHUHSRUW6$3&1'591"

After each Customizing download. Otherwise never. Not even after upgrade to a new release or after importing a service pack. :KLFKRSWLRQVPXVWEHVHWLQUHSRUW6$3&1'591DQGZKHQ"

Three phases: D  &RUUHFWLRQRI&XVWRPL]LQJ

Enter CRM, BBP or TAX in the application field. Enter the value PR and FG under application. If the fields for application and use are to be left empty, values for the application and use are read out of CRM Interaction Center: Business Scenario Configuration Guide

3.1 102

CRM Interaction Center table CND_MAPC_CNV_UA. Leave the field for the condition table ID blank and switch off all options except for the Customizing conversion. Then execute the report. Another note: The error messages that now appear can be ignored for the moment. As described above, one of the next steps is to find out what is needed from the many records that were downloaded from the OLTP System into CRM. Only the required Customizing needs to be without errors. The remainder can be deleted at a later stage.

E *HQHUDWLQJ2EMHFWVRIWKH&RQGLWLRQ7HFKQLTXH

The fields for the application, usage and table number can be left empty. All generation options must be switched on as options (the uppermost of the three blocks) and all options in the middle and lower block must be switched off. Note: The indicator for Customizing conversion must QRW be switched on. This is not only because conversion has already taken place; As Customizing is still inconsistent, no generation takes place if this indicator is set! F 'HOHWLQJLQFRQVLVWHQW&XVWRPL]LQJ

Once you have ensured that the Customizing in CRM is inconsistent, the indicator for deleting remaining inconsistent Customizing can be set. Do not enter anything in the fields for the application, usage or table number and make sure that all other options are switched off. You have carried out a new Customizing download.'R\RXQHHGWRH[HFXWHUHSRUW 6$3&1'591DJDLQ"

Yes, at least stages (a) and (b). 'RVWDJHVD DQGE UHDOO\QHHGWREHH[HFXWHGDJDLQDIWHUWKH&XVWRPL]LQJGRZQORDG" 7KHREMHFWVKDYHDOUHDG\EHHQJHQHUDWHGRQFH

The Customizing download completely replaces the previously downloaded Customizing. Information is lost that is only available in CRM and was determined during conversion or generation. The report must be executed in each case with stages (a) and (b). 3ULFLQJRUFRQGLWLRQPDLQWHQDQFHLVQRWZRUNLQJSURSHUO\LQ\RXUV\VWHP

You have executed report /SAPCND/RV12N001. Afterwards it was working. The problem reoccurs but you try to execute the report again and this does not solve the problem. What has gone wrong? Condition tables may be inactive. This does not mean the generated database tables but the condition table object itself. The first generation run probably activated the condition table. A condition table is active if Customizing is consistent and all generated objects are active. You can see if this is the case using table /SAPCND/T681. If the field GESTA has a value of 5 for a condition table, this table is active and is used for pricing and condition maintenance. If the value is not 5 (inactive), the condition table is not available for applications. If the first report run activated the condition table, further generation runs do not bring any new results. The problem is being caused by something else. +RZFDQ,ILQGRXWWKHQDPHRIDJHQHUDWHGGDWDEDVHWDEOHLQZKLFKWKHGDWDIRUDFRQGLWLRQ WDEOHZDVVDYHG"

You can use function module /SAPCND/CN_TABLE_NAME_SET to determine the names of the generated objects. Not all objects are database tables.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

&RS\LQJ&XVWRPL]LQJ'DWDLQWRWKH&'%&RQVROLGDWHG 'DWD%DVH 8VH

To provide mobile clients with data from CRM Online you can carry out an initial data transfer. The following tables from the CRM Online System must be duplicated on the Mobile Client. &502QOLQH7DEOH

&'%7DEOH

'RZQORDG2EMHFW

57DEOH

/SAPCND/T681

CDBC_C_T681

CRM_CND_CNDTAB

T681

/SAPCND/T68E

CDBC_C_T681E

CRM_CND_CNDTAB

TMC1, TMC1K,TMC1D

/SAPCND/T681T

CDBC_C_T681T

CRM_CND_CNDTAB

T681T

/SAPCND/T681A

CDBC_C_T681A

CRM_CND_APPLIC

/SAPCND/T681AT

CDBC_C_T681AT

CRM_CND_APPLIC

/SAPCND/T681V

CDBC_C_T681V

CND_CUST_USAGE

/SAPCND/T681Z

CDBC_C_T681Z

CND_CUST_USAGE

/SAPCND/T681M

Not required

/SAPCND/T682

CDBC_C_T682

CRM_CND_ACCSEQ

T682

/SAPCND/T682I

CDBC_C_T682I

CRM_CND_ACCSEQ

T682I

/SAPCND/T682T

CDBC_C_T682T

CRM_CND_ACCSEQ

T682T

/SAPCND/T682Z

CDBC_C_T682Z

CRM_CND_ACCSEQ

T682Z

/SAPCND/T682V

Not required

T682V

/SAPCND/T686E

Not required

T686E

/SAPCND/T686F

Not required

T686F

/SAPCND/T685

CDBC_C_T685

CRM_CND_CNDTYP

T685

/SAPCND/T685T

CDBC_C_T685T

CRM_CND_CNDTYP

T685T

PRCC_COND_CT

CDBC_P_CN_CT

CRM_PRC_CNDTYP

T685A

PRCC_COND_PPD

CDBC_P_CN_PPD

CRM_PRC_PROC

T683

PRCC_COND_PPDT

CDBC_P_CN_PPDT

CRM_PRC_PROC

T683U

PRCC_COND_PP

CDBC_P_CN_PP

CRM_PRC_PROC

T683S

PRCC_COND_PPT

CDBC_P_CN_PPT

CRM_PRC_PROC

T683T

FGDC_COND_PD

CDBC_FG_CN_PD

CRM_FGD_PROC

T683

FGDC_COND_PDT

CDBC_FG_CN_PDT

CRM_FGD_PROC

T683U

FGDC_COND_P

CDBC_FG_CN_P

CRM_FGD_PROC

T683S

PRCC_EXCL_GROUPS

CDBC_P_EX_GRP

CRM_PRC_EXCGRP

T684

PRCC_EXCL_COND

CDBC_P_EX_COND

CRM_PRC_EXCGRP

T684G

PRCC_EXCL_PROC

CDBC_P_EX_PROC

CRM_PRC_EXCGRP

T684S

PRCC_EXCL_GRP_T

CDBC_P_EX_GRP_T

CRM_PRC_EXCGRP

T684T

MNTCNT

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CRM Interaction Center

PRCC_COND_LIMITS

CDBC_P_CN_LIMITS

CRM_PRC_CNDLMT

/SAPCND/T681F

Not required

/SAPCND/T681FA

Not required

/SAPCND/T681FD

Not required

/SAPCND/T681FF

Not required

/SAPCND/T681FR

Not required

/SAPCND/T681FV

Not required

/SAPCND/CONFIG

CDBC_C_CONFIG

CND_CUST_CONFIG

/SAPCND/CONFIGCC

CDBC_C_CONFIGCC

CND_CUST_CONFIGCC

/SAPCND/GROUP

CDBC_C_GROUP

CND_CUST_GROUP

/SAPCND/GROUP_I

CDBC_GROUP_I

CND_CUST_GROUP

/SAPCND/GROUPT

CDBC_GROUPT

CND_CUST_GROUP

PRCC_COND_DEST

CDBC_P_CN_DEST

CRM_PRC_DEST

PRCC_COPY_TYPE

CDBC_COPY_TYPE

PRC_CUST_CPYTYP

PRCC_COPY_TYPE_T

CDBC_P_COPYTYPET

PRC_CUST_CPYTYP

DD01L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD01T

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD03L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD04L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD04T

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD07L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD07T

CDBC_C_DD01L

CRM_CUST_CNDDIC

T685Z

The Customizing tables in the CDB can be found in the development class CDB and CDB_CND_EXC_CUST. For cross-client tables (for example, /SAPCND/T681), replication to the CDB must be triggered for each active client as Customizing data that is stored on the CDB is always client-specific.

$FWLYLWLHV

Start the program SMOF_DOWNLOAD using transaction R3AS using the download objects above. In this way, Customizing data is extracted from tables of the CRM Online database, and transferred to the consolidated database (CDB).

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CRM Interaction Center

&RS\LQJ0DVWHU'DWD&502QOLQH 8VH

Start transaction 5$6 in the CRM System and make the following entries: •

Object class: Conditions

•

Object name: There is an object name for condition tables, beginning with DNL_COND the program individually for each of these objects!

Start

Not all of the condition tables have download objects. You can create new objects with the transaction R3AC5. Choose “CONDITIONS” as the object class and the name of the new download object as the object name. Choose a relevant messaging BDOC as a linked BDOC (for example, CND_MAST_DEEP_SUP). Choose something like 1000 or 10000 as a block size. Tab pages: -

Under Contexts: Choose as source site type: R/3 Under 7DEOHV, choose the table used (A table) and the tables that belong to it; KONP, KONH, KONW and TMC1K. If entries exist, include table TMC1D. For condition tables with a lot of entries it is recommended that you only enter one condition table per download object.

- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD. Enter X under InQueue and ‘S’ under Call Modus. As Call Order choose 1.2 (for more information on these values, see the Middleware documentation)

The program carries out the following steps: 1. The program first deletes the old content of the condition tables in the CRM system. 2. The contents of the condition tables (A tables) are transferred from the R/3 system into the condition tables (price tables) in the CRM system. 3. The condition records are saved. 4. By making the setting accordingly, the condition records are replicated from the CDB (Consolidated Database). /RJ

You receive a log of the data transfer with transaction SLG1 (Object: COND_EXCHANGE, sub-object: CONDITIONS). 'HOWD'RZQORDG

When changing or creating a condition record in the R/3 system, the information is automatically transferred into the CRM system and, if necessary, is exported to the CDB. &XVWRPHU6SHFLILF)LHOGV

You cannot transfer master data from an R/3 system into the CRM system for user-defined condition tables. You need to make sure that the displaying of field names and contents for all fields in the variable key (VAKEY) and the variable data part (VADAT) has been defined. Particularly for condition tables, that contain fields defined by the user, it is important to make sure that the way in which these fields are treated is defined in the CRM system.

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CRM Interaction Center

The following steps are required here: •

The name of the R/3 field to be converted must be defined in structure CND_MAPT_ACS_REM_CUST. A data element must be entered which corresponds to the format of a data element of a field in the R/3 system.

•

The target field in the CRM System must be entered in one of the following structures with the correct data element (this occurs automatically when creating new fields in the field catalog. The data element must first be created with transaction SE11): CRMT_ACS_H_HEADER_ONLY (header fields) CRMT_ACS_I_PRE (Item fields, that are normally the same for all items) CRMT_ACS_I_SEL (Item fields, that are normally different for all items)

•

If the field should be saved in the transaction, it must be entered (with the same name as in the previous step) in one of the following database tables: CRMT_CUSTOMER_I_INT (Item data purely for internal processing) CRMT_CUSTOMER_I_EXT (Item data can be displayed externally) CRMT_CUSTOMER_H_INT (Header data purely for internal processing) CRMT_CUSTOMER_H_EXT (Header data can be displayed externally)

•

If you want to process a field dynamically, the BADI CRM_COND_COM_BADI is available.

•

The relationship between R/3 field names and CRM field names must be defined in either CND_MAPC_CNV_FLM or CND_MAPM_CNV_FLM CND_MAPC_CNV_FLM contains the field descriptions from SAP, whereas CND_MAPM_CNV_FLM contains those from the user (If an entry exist in both tables, the entry from CND_MAPM_CNV_FLM is used) If there is no entry, the entry must be included in the table CND_MAPM_CNV_FLM. Use the view V_CND_MAP_CNVFLD (transaction SM30). The display type must also be entered in the specified table for the field contents ‘A’ means that the contents are copied. This requires that the formats of the target and source field allow this. In the case of ‘B’, conversion is defined by the user using the Business Add In CND_MAP_CNV_FIELD. Implementation of the add in is dependent on the filter The filter value corresponds to the name of the field name to be converted.

5HVWULFWLRQV

Not all condition tables are transferred in data exchange. It depends on the key fields for the condition tables. The key fields that are taken into account in data transfer can be found in the table CND_MAPC_CNV_FLM (and can be displayed with transaction SE16). You must include your own key fields in table CND_MAPM_CNV_FLM (can be maintained with transaction SE16). You must include some key fields in the table CND_MAPM_CNV_FLM.

&RUUHFWLRQ3RVVLELOLWLHVIRU&RS\LQJ0DVWHU'DWD 8VH

If errors occurred when copying data from the R/3 System to the CRM System, you have the possibility to correct specific records. 6WDUWLQJ&RUUHFWLRQIURPWKH&506\VWHP

Using a request (transaction R3AR2 and R3AR4), you can request records for KNUMH (R/3 key) from the R/3 System. As a result, all records for the corresponding variable key are extracted in the R/3 CRM Interaction Center: Business Scenario Configuration Guide

3.1 107

CRM Interaction Center System and copied to the CRM System. In the CRM System, the corresponding records are replaced with the new records. 6WDUWLQJ&RUUHFWLRQIURPWKH56\VWHP

Alternatively, you can also start correction from the R/3 System using a report. The report CRSCNA01 is an example report that extracts data changed in a particular time frame. You can copy this report and use your own selection criteria.

&RS\LQJ0DVWHU'DWDLQWRWKH&'% 8VH

First, you must create an infrastructure in order to then copy the master data. 6HWWLQJXSWKH,QIUDVWUXFWXUH

After generating the online DB tables, you can create the CDB tables and the synchronization BDOCs if these are required on the mobile client. (CDB tables begin with CMB*, synchronization BDOCs with CNB*). The program CND_MAST_GEN_TRANSFER_OBJECTS is available for this. The following processes in Middleware: -

Creating a replication object and publication (refers to ADMIN CONSOLE)

-

Transferring table structures to the mobile client (refers to CLIENT CONSOLE)

&RS\LQJ0DVWHU'DWD

The CDB tables can be filled for the first time from CRM online tables. Start transaction 5$6 in the CRM System and make the following entries: •

Object class: Conditions

•

Object name: There is an object name for condition tables, beginning with CRM_. program individually for each of these objects!

Start the

Not all of the condition tables have download objects. You can create new objects with transaction R3AC5. Choose “CONDITIONS” as the object class and the name of the new download object as the object name. Choose a relevant messaging BDOC as a linked BDOC (CND_MAST_DEEP_SUP). Choose something like 1000 or 10000 as a block size. Tab pages: -

Under contexts: Choose CRM as a source site type and CDB as the target type.

-

Include the dominant condition table in the online DB (CNC* or /1CN/*) in tables/structures. For condition tables with a lot of entries it is recommended that you only enter one condition table per download object.

- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD. There is also automatic delta transfer for CDB from the online DB. CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

5RXWLQHVIRU3ULFLQJ&502QOLQH 8VH

You can maintain your own routines for pricing in the R/3 System (transaction VOFM). For the following areas: •

Condition basis (for the pricing procedure)

•

Condition value (for the pricing procedure)

•

Requirement (for the pricing procedure)

•

Scale base value (for the condition type)

•

Group key (for the condition type)

The routines can then be entered accordingly in the pricing procedure or in the condition type. This influences pricing and must be displayed in the CRM System accordingly. This occurs because the corresponding user exits are used in the IPC. Make note of the following: •

You must implement all formulas used in the R/3 System accordingly into IPC as user exits (see section Procedure for Pricing with the IPC).

•

Not all of the standard routines from the R/3 System can be displayed in the IPC System. This is due to technical problems. You can use the following routines with IPC pricing in the CRM System.

$UHD

5RXWLQH

'HVFULSWLRQ

Condition basis

001

Volume

002

Net value

004

Net value plus tax

005

KZWI1

006

KZWI2

007

KZWI3

012

Gross weight

013

Net weight

014

Set exclusion indicator

015

Check exclusion indicator

018

No qty conversion

019

KZWI4

020

KZWI5

021

KZWI6

026

Bollo in Fattura

002

Net value

004

Net value plus tax

006

Initial price

Condition value

CRM Interaction Center: Business Scenario Configuration Guide

3.1 109

CRM Interaction Center

012

XWORD - XWORKE

013

Minimum value surcharge

014

Best price

015

Minimum price

025

KZWI1 minus tax

036

Cumulation condition

041

Net 1 Berliner V.

042

Net 2 Berliner V.

300

Taxes from ExternSys

301

Taxes: Value 1

302

Taxes: Value 2

303

Taxes: Value 3

304

Taxes: Value 4

305

Taxes: Value 5

306

Taxes: Value 6

Scale base

001

Free

Group key

001

Total document

002

Across All Cond Typs

001

Different payer

003

Foreign currency document

052

Export II

Requirements Pricing

3URFHGXUHIRU&XVWRPHU6SHFLILF5RXWLQHV 1DPHVSDFH

Numbers

1 - 599:

SAP namespace

600 -999

Customer namespace

1000 - 9999

Namespace for IBUs

10000 - ...

SAP namespace

The following example explains the procedure for creating customer-specific routines: 2EMHFWLYH

You want to use condition formula 600 (namespace for customers: 600 to 999) in the R/3 System and in the CRM System. 6WHSV

•

First create routine 600 in the R/3 System using transaction VOFM and enter the required condition type.

•

In the CRM System you enter the number of the required condition type.

•

You find the program PRICINGSTANDARDEXITS.JAVA in the subdirectory LIB\USEREXITS for the IPC installation. There you can display how the R/3 routines are shown in the IPC in the standard system.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center •

There is documentation in the IPC installation. In the document User Exits for IPC you can see a description of how to display R/3 routines in the IPC.

5HSOLFDWLRQRI0DVWHUDQG7UDQVDFWLRQ'DWDIURP&50 WR%:

This section describes the settings that you make for extracting new and updated master and transaction data from SAP CRM into SAP BW as part of the Business Content delivered by SAP.

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This section describes the settings that you need to make in SAP CRM to extract data into SAP BW.

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You replicate the application component hierarchy from the source system to structure the DataSources in SAP BW. 3URFHGXUH

1. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 2. Choose %XVLQHVV&RQWHQW'DWD6RXUFHV → 7UDQVIHU$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\.

7UDQVIHUULQJ'DWD6RXUFHVWRWKH$FWLYH9HUVLRQ

See %XVLQHVV,QIRUPDWLRQ:DUHKRXVH→$GPLQLVWUDWRU:RUNEHQFK → 0RGHOLQJ → 6RXUFH6\VWHP → 'DWD([WUDFWLRQIURP6$36RXUFH6\VWHPV → 'DWD6RXUFH→ Transferring Business Content DataSources into Active Versionin the SAP Library for SAP BW.

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For most DataSources using the delta process, you additionally need to activate BW Adapter metadata. You execute this activation in Customizing for SAP CRM by choosing 6HWWLQJVIRU6$3 %XVLQHVV,QIRUPDWLRQ:DUHKRXVH→ $FWLYDWH%:$GDSWHU0HWDGDWD.

CRM Interaction Center: Business Scenario Configuration Guide

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6HWWLQJVLQ6$3%:

This section describes the settings that you need to make in SAP BW to extract data into SAP BW.

&KHFNLQJ*HQHUDO%:6HWWLQJV 3URFHGXUH

To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV ,QIRUPDWLRQ:DUHKRXVH → *HQHUDO%:6HWWLQJVin Customizing for SAP BW.

$VVLJQLQJWKH6RXUFH6\VWHP,' 8VH

When you extract data from different systems into an InfoCube, you can subsequently use the source system ID to identify the origin of the data. 3URFHGXUH

2. Call up the Administrator Workbench in the SAP menu by choosing %:$GPLQLVWUDWLRQ → $GPLQLVWUDWRU:RUNEHQFK

3. Choose 7RROV → $VVLJQPHQWRI6RXUFH6\VWHPWR6RXUFH6\VWHP,'

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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→ Systems in the SAP Library for SAP BW

Metadata Upload for SAP

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See %XVLQHVV&RQWHQW9HUVLRQV →

Installing Business Contentin the SAP Library for SAP BW.

Copy the Business Content objects in the following order: a. InfoObject catalog b. ODS objects c.

InfoCubes

CRM Interaction Center: Business Scenario Configuration Guide

3.1 112

CRM Interaction Center

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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→'DWD([WUDFWLRQIURP6$36RXUFH 6\VWHPV→'DWD6RXUFH→ the SAP Library for SAP BW.



Assigning DataSources to InfoSources and Fields to InfoObjects in

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You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. The data is transferred at the point in time for which you schedule the InfoPackage. When scheduling the InfoPackage, ensure that the corresponding master and transaction data exist in the source system.

First request the master data (attributes, texts, hierarchies), and then the transaction data. 3URFHGXUH

1. Create an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Maintaining InfoPackages in the SAP Library for SAP BW). 2. Schedule an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Scheduling InfoPackages in the SAP Library for SAP BW).

If you transfer the data from a DataSource with an active delta process (generally when transferring transaction data), you need to create two InfoPackages: •

One for the initialization of the delta process that you schedule to occur once

•

One for the delta upload that you schedule to occur on a regular basis

5HSOLFDWLRQRI0DVWHUDQG7UDQVDFWLRQ'DWDIURP5WR %:

This section describes the settings that you make for extracting new and updated master and transaction data from SAP R/3 into SAP BW as part of the Business Content delivered by SAP.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 113

CRM Interaction Center

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This section describes the settings that you need to make in SAP R/3 to extract data into SAP BW.

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You replicate the application component hierarchy from the source system to structure the DataSources in SAP BW. 3URFHGXUH

2. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 3. Choose %XVLQHVV&RQWHQW'DWD6RXUFHV → 7UDQVIHU$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\.

7UDQVIHUULQJ'DWD6RXUFHVWRWKH$FWLYH9HUVLRQ

See %XVLQHVV,QIRUPDWLRQ:DUHKRXVH→$GPLQLVWUDWRU:RUNEHQFK → 0RGHOLQJ → 6RXUFH6\VWHP → 'DWD([WUDFWLRQIURP6$36RXUFH6\VWHPV → 'DWD6RXUFH→ Transferring Business Content DataSources into Active Versionin the SAP Library for SAP BW.

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Due to technical reasons, no Business Content DataSources can be delivered for an operating concern in 3URILWDELOLW\$QDO\VLV&23$ . You therefore need to create your own DataSources. 3URFHGXUH

1. In 6$35, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 2. Choose 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV → 3URILWDELOLW\$QDO\VLV → &UHDWH 'DWD6RXUFH. CRM Interaction Center: Business Scenario Configuration Guide

3.1 114

CRM Interaction Center 3. Note the other steps described under 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV → 3URILWDELOLW\ $QDO\VLV → 3URFHGXUHIRU6HWWLQJ8S5HSOLFDWLRQ0RGHO.

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1. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 2. Make the settings for the data transfer under 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV → /RJLVWLFV.

6HWWLQJVLQ6$3%:

This section describes the settings that you need to make in SAP BW to extract data into SAP BW.

&KHFNLQJ*HQHUDO%:6HWWLQJV 3URFHGXUH

To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV ,QIRUPDWLRQ:DUHKRXVH → *HQHUDO%:6HWWLQJVin Customizing for SAP BW.

$VVLJQLQJWKH6RXUFH6\VWHP,' 8VH

When you extract data from different systems into an InfoCube, you can subsequently use the source system ID to identify the origin of the data. 3URFHGXUH

3. Call up the Administrator Workbench in the SAP menu by choosing %:$GPLQLVWUDWLRQ → $GPLQLVWUDWRU:RUNEHQFK

4. Choose 7RROV → $VVLJQPHQWRI6RXUFH6\VWHPWR6RXUFH6\VWHP,'

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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→ Systems in the SAP Library for SAP BW CRM Interaction Center: Business Scenario Configuration Guide

Metadata Upload for SAP 3.1 115

CRM Interaction Center

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See %XVLQHVV&RQWHQW9HUVLRQV →

Installing Business Contentin the SAP Library for SAP BW.

Copy the Business Content objects in the following order: d. InfoObject catalog e. ODS objects f.

InfoCubes

$VVLJQLQJ'DWD6RXUFHVDQG,QIR6RXUFHV

See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→'DWD([WUDFWLRQIURP6$36RXUFH 6\VWHPV→'DWD6RXUFH→ the SAP Library for SAP BW.



Assigning DataSources to InfoSources and Fields to InfoObjects in

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You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. The data is transferred at the point in time for which you schedule the InfoPackage. When scheduling the InfoPackage, ensure that the corresponding master and transaction data exist in the source system.

First request the master data (attributes, texts, hierarchies), and then the transaction data. 3URFHGXUH

1. Create an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Maintaining InfoPackages in the SAP Library for SAP BW). 2. Schedule an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Scheduling InfoPackages in the SAP Library for SAP BW).

If you transfer the data from a DataSource with an active delta process (generally when transferring transaction data), you need to create two InfoPackages: •

One for the initialization of the delta process that you schedule to occur once

•

One for the delta upload that you schedule to occur on a regular basis

CRM Interaction Center: Business Scenario Configuration Guide

3.1 116

CRM Interaction Center

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This section contains information on the transfer of transaction data between various systems.

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To trigger further processing of sales transactions created in CRM Online, the documents are transferred to the R/3 System via CRM Middleware [SAP Library]. Here, the following logistic processes can occur: •

Shipping

•

Billing

•

Transfer to Accounting

If you also manage quotations and sales orders in the R/3 back end System, these are transferred to the CRM System for information purposes, this means they can only be displayed, and not processed in the CRM System.

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Sales transactions can also be created in Mobile Sales. From there they are transferred using CRM Middleware via the CRM server to the R/3 back end System. There is further information under Data Exchange for Sales Transactions: CRM Online - CRM Mobile [SAP Library].

3UHUHTXLVLWHV

•

•

In order that the transfer from CRM Online to the R/3 System can take place, you have matched the following Customizing settings in the CRM Online System with the settings in the R/3 System. −

Transaction type (CRM) / Sales document type (R/3 System). Further information is available under Customizing for Business Transactions [Page 196].

−

Item category

−

Number range

−

Item number assignment

You have maintained the appropriate Customizing settings for shipping, billing, stock and accounting.

In Customizing in the R/3 System, you specify which processes take place there, and how they run. The settings in the CRM System and the R/3 System are not automatically matched. •

In order that a sales transaction can be transferred from CRM Online to the R/3 System, the following requirements are fulfilled: −

The document contains at least one item. Business transaction headers alone are not transferred.

−

Not all items in the transaction have the status ,QTXLU\ or 4XRWDWLRQ.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center −

You have saved the document and it does not contain errors.

−

You have not set the distribution lock.

)XQFWLRQDO6FRSH

•

Sales orders are transferred from CRM Online to the R/3 System. The required logistic subsequent processes can be triggered there. The R/3 System returns the following information from the subsequent logistic process to CRM Online, that means you can display this in the CRM transaction. −

Status information (transaction has been delivered, partly delivered or billed)

−

Document flow (delivery, billing, goods issue)

−

Quantity delivered

−

Quantity billed

Only one transaction is replicated from the CRM Online System into the R/3 System, even if it contains different items. The R/3 document is therefore mainly used to trigger subsequent logistic actions. Items not relevant for R/3 are filtered out on the basis of the item object type, and are not transferred. •

CRM, as the leading system for order entry, only transfers data to the R/3 System that is relevant for subsequent logistic processing (delivery, billing). For this reason, in the standard delivery, quotations are not transferred to the OLTP R/3 System.

You can transfer quotations created in the CRM System to the OLTP R/3 System via a modification solution with SAP Note 455678. •

If you also manage quotations and sales orders in the R/3 System, these are transferred to CRM Online for information purposes, and can be displayed there. However, these documents cannot be processed in the CRM System. Quotations cannot be converted into sales orders in the CRM System.

You can only change a document created in the R/3 System in the R/3 System. The change is then transferred to CRM Online accordingly. •

You have the possibility to transfer documents from the R/3 System to CRM Online and to block them for processing there. A user in CRM Online cannot select this transaction type for processing. This can be useful for processes that are supported in R/3, but not in the CRM System, for example configuration processing. In order to block the transaction for online processing, select &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW→7UDQVDFWLRQV→%DVLF6HWWLQJV→'HILQH7UDQVDFWLRQ7\SHV in the Implementation Guide (IMG). Select the required transaction type and 'HWDLOV and make the appropriate setting in the LQDFWLYH field.

•

Changes can only be made to sales transactions that are transferred in the system in which they were created.

Sales transactions created in CRM Online can be changed in the R/3 System. However, the changes are not transferred to CRM Online.

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CRM Interaction Center $FWLYLWLHV

The following graphic illustrates what happens when an order is transferred from the CRM Online System to the R/3 System, and the possible subsequent processes.

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The transfer from CRM Online to the R/3 System takes place as follows: 1. You have created an error-free transaction in the CRM Online, that you save. 2. The system uses the item object type [SAP Library] to decide whether a transfer into the R/3 System should occur. Only items that are relevant for billing, shipping or stock are transferred. 3. Your business transaction is transferred to the R/3 System. The corresponding subsequent processes are triggered. 4. The status is updated in the CRM transaction. Further information is available under Status Maintenance and Display in Business Transactions [SAP Library].

5HVXOW

The transaction created in the CRM Online System has been transferred to the R/3 System. You can use the distribution status in the CRM transaction to check whether the transfer was successful. Error and warning messages regarding transfer are also displayed in the application log. You have the option of changing transactions that have already been transferred in the CRM Online System. The changes are then transferred back to the R/3 System. Further information is available under Changing Transferred Business Transactions [SAP Library].

6HHDOVR

Further information on the subsequent processes for orders in the R/3 System is available in the SAP Library under /RJLVWLFV→ 6DOHVDQG'LVWULEXWLRQ→ 6DOHV SAP Note 490932 explains possible causes for errors when exchanging business transactions between CRM Online and the R/3 System, and provides help as to how these errors can be eliminated.

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CRM Interaction Center

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The complete documentation for SAPphone is available in the SAP Library under %DVLV→%DVLV 6HUYLFHV&RPPXQLFDWLRQV,QWHUIDFH%&659 →&RPPXQLFDWLRQV,QWHUIDFH%&659&20 → 6$3SKRQH%&659&20 

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This telephony solution comprises three distinct layers - the SAP application, SAPphone, and the telephone system itself. The SAP System encompasses the SAP applications and SAPphone and is linked to the external telephone system by the standard TAPI or SAPphone RFC interface. SAPphone manages communication between the SAP System and the telephone system in order to allow data exchange between telephone and computer processes.

SAP Applications SAPphone

SAPphone Server

SAPphone-RFC interface

TAPI

Telephone system

1.

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The SAP applications supply data to SAPphone, for example, when a call is initiated with the telephone number, country code, name and company of the call recipient. Conversely, the SAP applications receive data on inbound calls from SAPphone for further processing. 2.

6$3SKRQH&RQQHFWLRQWRWKHH[WHUQDOWHOHSKRQHV\VWHPDGPLQLVWUDWLRQ

SAPphone features a user interface for executing telephony functions, and transactions used to define the necessary settings and Customizing options for telephone integration in the SAP System.

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CRM Interaction Center 3.

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Outside the SAP System, telephony hardware and software is required to control the telephones, and connection software between the SAP System and the telephone system is also needed. The components can be installed in different ways: •

Centrally [SAP Library] on a telephony server

•

Decentrally in a client-server [SAP Library] model

•

Locally [SAP Library] on the work center.

$XWKRUL]DWLRQVIRU6$3SKRQH$FWLYLWLHV 5ROHV

The execution of SAPphone settings is controlled by authorizations. The authorizations are assigned to users through the assignment of roles. SAP supplies two roles that authorize users to perform SAPphone activities: •

A role that contains the authorizations for users of the telephony functions, including the maintenance of their own settings: SAP_BC_SRV_GBT_USER

•

Roles that contain the authorizations for the administration of the telephony landscape: SAP_BC_SRV_GBT_ADMIN SAP_BC_SRV_COM_ADMIN

If none of these roles are assigned to users, they can still execute telephony functions, such as initiating and accepting calls. However, they cannot maintain their own settings themselves. To execute tasks, application-specific authorizations that are not contained in the Basis roles are required. $XWKRUL]DWLRQV

The authorizations for the SAPphone settings can be graded for different task areas: 7DVN

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System administration (is contained in the role SAP_BC_SRV_COM_ADMIN, for example)

S_TCODE

SPHA, SPHB, SPHD

S_TABU_DIS

SPHA, SPHO, SCOM

Central maintenance of work center settings and user settings

S_TCODE

SPHA, SPHD

S_TABU_DIS

SPHA, SPHO

Maintenance of own work center settings and user settings (is contained in the role SAP_BC_SRV_OFC_USER)

S_TCODE

SPHA, SPHD

S_TABU_DIS

SPHO

In addition to the role SAP_BC_SRV_OFC_USER, you can also assign the profile to the users who are to be authorized to maintain work center settings and user settings centrally. For information on the authorization concept of the SAP System and on role maintenance, see the documentation on Users and Roles [SAP Library]. CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

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Assign the administrator the following roles for maintaining telephony functions: SAP_BC_SRV_GBT_ADMIN SAP_BC_SRV_COM_ADMIN Assign the user, and/or Call Center Agent the following roles: SAP_BC_SRV_GBT_USER

:RUN&HQWHU,GHQWLILFDWLRQ 8VH

To execute telephony functions, the system has to recognize the connection between a computer and the corresponding telephone, that is, the work center has to be identifiable. The type of work center identification depends on the GUI used. The following options exist: •

Identification by registry entry

•

Identification by host name of computer

•

Identification by user

•

Temporary identification by logon (session)

Ideally, LGHQWLILFDWLRQE\UHJLVWU\HQWU\ or LGHQWLILFDWLRQE\KRVWQDPH is used. If this is the case, when a work center is created, either a SAPphone work center ID is stored in the registry of the relevant PC or the unique host name of the computer is stored in the SAP System. However, neither of these identification types can be used with all GUIs. Due to the permanent user-work center relationship, only choose LGHQWLILFDWLRQE\XVHU if employees work at fixed work centers. If you choose WHPSRUDU\LGHQWLILFDWLRQE\ORJRQ, different users can use your work center but they have to create the work center again (that is, specify the telephony server and telephone number) each time they execute a new logon. $FWLYLWLHV

You set work center identification in the SAP Implementation Guide by choosing %DVLV → %DVLV 6HUYLFHV → &RPPXQLFDWLRQ,QWHUIDFHV → 6$3SKRQH&OLHQW:LGH6HWWLQJV→$FWLYDWH 7HOHSKRQ\&KRRVH:RUN&HQWHU,GHQWLILFDWLRQ.

The settings for work center identification should not be changed when the system is in operation because the work center settings would no longer be found automatically. The work centers would have to be created again. Choose which type of identification is to be used for which GUI. The following prerequisites apply: 7\SHRI

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The SAP GUI is installed locally on every work center.

Win GUI on PC

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Identification by registry entry

All computers have a 32-bit Windows operating system.

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CRM Interaction Center

The users who create the work center have authorization to write in the registry of the relevant computer. Identification by host name

The host names of the computers are unique in the system.

Win GUI on PC, Java GUI, Web GUI

Identification by user

The users of the work centers always execute the telephone functions on the same work center.

All

Temporary identification by logon (session)

The work center settings have to be maintained again each time you log on to a work center before the telephony functions can be used.

All

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In transaction SPH4, make the following settings: 1. Select the 7HOHSKRQHVXSSRUWDFWLYH indicator. 2. Select the option 8VHUfor all identification methods.

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A site contains the telephony servers of a connection. The generic telephone number of the connection ( ) is assigned to the site. Extension number protection is also carried out at this level. The attributes of a site apply to all the telephony servers in a site. 7HOHSKRQ\VHUYHU

A telephony server contains all extensions that are connected to the SAP System via the same access (for example, an instance of the SAPphone server). It is a logical unit that contains the settings that are required for the connection between the SAP System and the external telephony software. The telephony server assigned in the SAP System does not have to be an actual physical telephony server. It simply represents the external telephony software that is installed on a server (centrally), on each work center (locally), or distributed among the two (client-server) and which connects the SAP System with the telephone system. The communication process between SAP applications, work centers, telephony servers and the telephone system depends on the telephone integration architecture [Page 120]. :RUNFHQWHU

A work center consists of a computer, a telephone and a permanent user. Other users (for example, substitutes or temporary help) can use the work center temporarily. The connection between the computer and telephone (extension) runs via a telephony server.

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CRM Interaction Center 0RUH,QIRUPDWLRQ

For information on how to create a site, see Creating Sites [SAP Library]. For information on how to create a telephony server, see Creating and Maintaining Telephony Servers [SAP Library].

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A telephony server represents an externally connected telephone system. Several servers can be active within one site. 3URFHGXUH

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1. Double-click on the structure node 6LWHVon the left side of the screen. Enter the required data on the right side of the screen, and save your entries.

Enter the description of the location of the telephone system in the 6LWH field. Enter the area code and number of the telephone system in the 1XPEHU SUHIL[ field. Enter the number of digits of the extension in the ([WHQVLRQOHQJWK field.

2. Save your entries. 3. Open the structure node 6LWHVto see the site you have just created. 4. Double-click on 6HUYHUQDPHV A wizard is started. 5. Enter the following data: 6HUYHU

: A maximum of six characters for the ID, which is unique in the system for all sites.

1DPH

: Description of the server, which represents a concrete telephone system.

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dHVWLQDWLRQ: Enter 121( here for tests. By doing so, you activate the system-internal simulation of a telephone system. To connect a real telephone system, an RFC destination must be maintained, in which the type of connection between the SAP System and the telephone system, or CTI Middleware is defined.

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: Do not check box

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CRM Interaction Center

6. Press the &RQQHFWLRQWHVWpushbutton. The result is that you now see the data maintained for the server on the left side of the screen. 7. If necessary, choose the /DQJGHSHQGHQWGHVFULSWLRQV tab page in the right screen area to maintain the server name in various languages. 8. Save your entries.

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You define address data areas so that you can identify the corresponding business partner by the telephone number. 3URFHGXUH

→%DVLV6HUYLFHV→&RPPXQLFDWLRQ,QWHUIDFHV→ →,QFRPLQJ&DOOV→'HILQH $GGUHVV'DWD$UHD→'HILQH$GGUHVV'DWD$UHDV

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1. Enter the following data: $GGUHVVGDWDDUHD

: $''5

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: 63+B$''5B6($5&+B&$//(5

: 63+B$''5B6($5&+B&$//(5

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2. If required, enter short texts in different languages in the address data area ADDR. For this, select the following menu path: ,0*%DVLV→ %DVLV6HUYLFHV→ &RPPXQLFDWLRQ,QWHUIDFHV→ 6$3SKRQH&URVV&OLHQW6HWWLQJV→ ,QFRPLQJ&DOOV→ 'HILQH$GGUHVV'DWD$UHD→ 0DLQWDLQ /DQJXDJH'HSHQGHQW'HVFULSWLRQ

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How and by whom the work center settings and user settings can be maintained is described in this section. Users can make their own settings themselves or the settings can be maintained centrally (except for the creation of work centers). A work center can only be created for the computer on which the procedure is carried out, as the SAPphone work center ID is stored locally. However, you can configure the system so that the individual user only needs to specify their telephone number in order to create the work center. The table gives an overview of the functions available for creating and maintaining the settings: )XQFWLRQ

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7HPSODWHVHWWLQJV

Templates for user settings You can use them to prepare the user settings for various user

CRM Interaction Center: Business Scenario Configuration Guide

Procedure Creating Templates for User Settings [SAP 3.1 125

CRM Interaction Center

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groups and then assign these settings to the users.

Library]

This function reduces the amount of administration for the individual users. Users receive a mail, execute it and specify their telephone number and the telephony server. For more information, see Maintaining Settings Centrally [SAP Library].

Maintaining (Creating) Settings Centrally [SAP Library]

Users call the function for creating their work center and make all the settings themselves.

Creating and Maintaining Work Centers [SAP Library]

Users call the function for maintaining user settings and maintain them themselves.

Maintaining User Settings [SAP Library]

Administrators can change the settings for telephone integration centrally for individual users and work centers or for several users and work centers simultaneously.

Maintaining (Changing) Settings Centrally [SAP Library]

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1. Choose 8VHU6HWWLQJV 2. Make the following settings: Under 'LVSOD\RILQERXQGFDOOV select the 1RGLVSOD\ option. Under 1RWLILFDWLRQRIFDOOLQDEVHQFH select 1RH[SLUDWLRQWLPH. Under 'DWDDUHDVIRUFDOOHUVHDUFKIRULQERXQGFDOOV enter %XVLQHVV$GGUHVV6HUYLFHV. 3. Save your entries.

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1. Choose :RUNFHQWHU 2. Make the following settings: 7HOHSKRQHQXPEHU

: Enter your telephone number. Consider the length that you have entered when creating the telephony server [Page 124].

7HOHSKRQ\6HUYHU

: A maximum of six characters for the ID that you have created [Page 124]. You can use the F4 help to find the correct ID. Select the server ID that you defined previously. See Processing site and telephony server [Page 124]. Select the IRU$&'IXQFWLRQVindicator. 3. Save your entries. CRM Interaction Center: Business Scenario Configuration Guide

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You can use the test interface provided by SAPphone to test the call center functions.

The interface is available exclusively for test purposes. $FWLYLWLHV )XQFWLRQ

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An interface is displayed that you can use to test the following call center functions:

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-

registering or deregistering as an agent

-

registering or deregistering in a queue

-

specifying the work mode

-

specifying the wait mode

-

displaying the call partner and the corresponding objects

-

accepting or rejecting calls

-

Transferring with or without consult

-

Conference calls

-

Putting calls on hold, retrieving calls, switching between calls and hanging up individual calls or all calls.

0DLQWDLQLQJ4XHXHV

First, determine all the CTI queues you want to use at CTI level. You need to maintain the queues in the CRM System. You can also set your CTI system so that the system automatically determines all the queues an agent should be logged into.

'HILQLQJ4XHXHV 8VDJH

You define the queues that you determined previously and that you want to be available in the CRM Online System. 3URFHGXUH

1. Choose &XVWRPHU,QWHUDFWLRQ&HQWHU→$GPLQLVWUDWLRQ→7HOHSKRQ\→ 'HILQH&7,4XHXHV (transaction code: CICV). Maintenance of the table is cross-client. The name of the CTI queue is displayed in the selection screen for the queues when the the CIC is started. CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center 2. If do you not want to define different queues here, you can create a dummy queue with ‘*’ as a telephone number. The system converts ‘*’ to an initial value, that is, the logic in your CTI system determines what queue the agent is log into.

7HOHSKRQHQXPEHU

1DPHRI&7,WHOHSKRQHTXHXH

*

Selection via CTI

123

Sales hotline

234

Service hotline

5HVXOW

All the queues you have defined are now available in the system. However, there is no yet a connection between the queues and the agents.

&,&3URILOHDQG4XHXHV

You need to assign an agent to an organizational unit. These organizational units may be assigned CIC profiles, with which the agent’s working environment is defined in the Interaction Center. You maintain the CIC profile in Customizing under IMG: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ &XVWRPHU,QWHUDFWLRQ&HQWHU→'HILQH&,&3URILOH (transaction code CICO). Two profile categories are particularly important for CTI queues:

CTIQA_PROF

CTI queue assignment

CTIADM_PROF

CTI administration profile

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CTIQA_PROF CTIADM_PROF

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CRM Interaction Center

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1. Go to the Customizing IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU ,QWHUDFWLRQ&HQWHU→&RPSRQHQW&RQILJXUDWLRQ→+LGGHQ&RPSRQHQWV→&RQILJXUDWLRQRI&7, &RPSRQHQW→$VVLJQ7HOHSKRQH4XHXHVWR&7,3URILOHV 2. Enter a line for every telephone queue you want to assign to a telephone queue. You can display the numbers you already created for telephone queues [Page 127] by using the F4 help in the 7HOHSKRQHQXPEHUcolumn.

&7,WHOHSKRQHTXHXH

7HOHSKRQH

SURILOH

QXPEHU

1DPHRI&7,WHOHSKRQHTXHXH

QUEUE_PROF1

123

Sales hotline

QUEUE_PROF1

234

Service hotline

QUEUE_PROF2

234

Service hotline

QUEUE_PROF3

*

Selection via CTI

Agents working for the sales and service hotline need QUEUE_PROF1. Agents only working for the service hotline need QUEUE_PROF2. Agents who leave the CTI System to decide on the telephone queue need QUEUE_PROF3. 3. Go to the IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU →'HILQH&,&3URILOH 4. Assign the corresponding CTI telephone queue profile to your CIC profile in the profile category CTIQA_PROF.

5HVXOW

The agent can now log into specific telephone queues in the system.

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The CTI administration profile enables you to define how the user interface is displayed when you log into or out of a telephone queue. 3URFHGXUH

1. Go to the Customizing IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU ,QWHUDFWLRQ&HQWHU→&RPSRQHQW&RQILJXUDWLRQ→+LGGHQ&RPSRQHQWV→&RQILJXUDWLRQRI&7, &RPSRQHQW→'HILQH&7,&RPSRQHQW3URILOH 2. Create a new profile and set the required flags on the details screen: •

$XWRPDWLFORJLQ

•

$XWRPDWLFORJRXW

Here, you specify that the agent is automatically logged into the CTI telephone queues assigned to his profile when he starts up the CIC. Here, you specify that the CIC automatically logs the agent out of the CTI telephone queues assigned to his profile when he chooses 7HOHSKRQ\→4XLW

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CRM Interaction Center •

4XHXHVHOHFWLRQVFUHHQ

Automatically triggers CIC to display the queue selection screen if you log in or out manually, or if you have set the $XWRPDWLFORJLQRU$XWRPDWLFORJRXWflag. o

$XWRPDWLFVHOHFWLRQRITXHXHDWORJLQ

o

$XWRPDWLFVHOHFWLRQRITXHXHDWORJRXW

This flag specifies that the CIC selects all the queues belonging to your profile, which you are currently not logged into, when you login. Prerequisite: You have set the 4XHXHVHOHFWLRQVFUHHQflag. Here, you specify that the CIC automatically selects all the queues belonging to your profile which you are currently logged into, when you logoff. Prerequisite: You have set the 4XHXHVHOHFWLRQVFUHHQ flag.

5HVXOW

You have finished configuring the queues in the CRM Online System.

7LSV 7ULFNV 6SHFLDOTXHXHZLWKQXPEHUµ¶

If a switch does not support the concept of queues, specify a queue number of ‘0’ and assign this queue to all agents in your call center.

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CRM Interaction Center

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This section contains all Customizing settings that must be made in the relevant systems.

6HWWLQJ8S2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ

In the Implementation Guide (IMG), select &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ, and make the required settings. You can find information on individual Customizing activities in the IMG documentation. Wizards are available to help when creating determination rules [SAP Library], and organizational data profiles [SAP Library]. For more information, see determining organizational data [Page 131].

'HWHUPLQLQJ2UJDQL]DWLRQDO'DWD 8VH

When processing a business transaction, certain organizational data is mandatory depending on the transaction type. In a service order, for example, the service organization is a determining factor in processing. The distribution channel in a sales order is as important as the responsible sales organization, as price and delivery data can depend on the distribution channel. In the CRM System you have the following options for determining organizational data in the document. These can be set in Customizing and are dependent on the transaction type: •

no determination In this case enter the organizational data (for example, sales area) manually in the document.

•

automatic determination The system determines organizational data using the data available in the document, for example, the business partner number, region, product, or using the user assignments for the organizational unit (using the position).

3UHUHTXLVLWHV 1RDXWRPDWLFGHWHUPLQDWLRQ

1. You have created an organizational data profile in Customizing, in which QR determination rules have been entered. 2. You have assigned this organizational data profile to the required transaction type. $XWRPDWLFGHWHUPLQDWLRQ

1. You have created a determination rule in Customizing for each determination path with the corresponding rule type. 2. You have defined one or two determination rules in the organizational data profile for evaluating the organizational data profile of a business process. 3. You have assigned the organizational data profile to a transaction type. CRM Interaction Center: Business Scenario Configuration Guide

3.1 131

CRM Interaction Center You carry out the settings in Customizing for CRM. Choose 0DVWHU'DWD → 2UJDQL]DWLRQDO 0DQDJHPHQW→ 2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ. You can find further information in the documentation there. )HDWXUHV

When determining organizational data, the system takes the organizational data profile defined in Customizing and the determination rules from this profile. These determination rules specify which fields are taken into account when the system determines organizational data from the document data (for example, business partner number, telephone number). Determining organizational data can be set by assigning the organizational data profile for the business process type so that it is dependent on the business process type. There are two determination paths provided in the CRM system that have been characterized for the rule types: •

Rule type Responsibilities [SAP Library]

•

Rule type Organizational Model [SAP Library]

The basis rule types 2UJDQL]DWLRQDO'DWD and )XQFWLRQ0RGXOH are available in CRM, but to use them you must have ABAP/4 knowledge. You can find information on these rule types in the basis documentation. •

Defining roles using organizational data [SAP Library]

•

Defining roles using function modules [SAP Library]

If you define two determination rules in the organizational data profile, the system creates the intersection from the resulting quantity of the two rule resolutions. Determining organizational data can differ according to the scenario, because an organizational unit in the 6DOHV VFHQDULR can have different attributes with different values to an organizational unit in the 6HUYLFH VFHQDULR. 2UJDQL]DWLRQDOGDWDDWLWHPOHYHO

The 'LYLVLRQ attribute only exists at item level. The division is derived from the product. All of the organizational data at item level of a document, except for the division, may not differ from that in the header. There is therefore no individual organizational data determination at item level. The following options for organizational data at item level are possible. You can set these in Customizing. They are dependent on the item category. 6HWWLQJVIRU2UJDQL]DWLRQDO'DWDDW,WHP/HYHO 2UJDQL]DWLRQDOGDWDDWLWHPOHYHO

6HWWLQJV\RXPXVWPDNHLQ&XVWRPL]LQJ

The organizational data is copied from the document header. The division is derived from the product.

Assign an organizational data profile without a determination rule to the item category.

There is no organizational data at item level (no RUJDQL]DWLRQDOGDWD screen)

Do not assign the organizational data profile to the item category.

$FWLYLWLHV

1. The system determines the responsible organizational unit 2. The system reads the other attribute values for this organizational unit ,and, if necessary, uses them to determine other data, for example, the distribution channel. If the system determines more than one responsible organizational unit or determines several attribute values for the responsible organizational unit, a selection screen appears.

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CRM Interaction Center

0DVWHU'DWD

This section contains all Customizing settings that are required for configuring master data.

3URGXFW

You make the required Customizing settings for product master data in the Implementation Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→3URGXFW.

&UHDWLQJDQG&KDQJLQJ3URGXFWV 3UHUHTXLVLWHV

The products have been replicated from R/3. For more information, see: •

Replicating Material Master Data from R/3 in CRM/EBP [SAP Library]

•

Replicating Data on Articles from R/3 in CRM [SAP Library]

•

Replicating Service Master Data from R/3 in CRM/EBP [SAP Library]

If you want to assign self-defined set types to a product, you have: •

•

Defined the set types and their attributes. For more information, see: −

Maintaining Set Types [SAP Library]

−

Maintaining Attributes [SAP Library]

Assigned the set types to a product category in a category hierarchy, and also to the required view. For more information, see: −

Maintaining Categories and Hierarchies: Categories [SAP Library]

−

'HILQH9LHZV

under 6HWWLQJVIRU3URGXFW0DLQWHQDQFH in the Implementation Guide (IMG) for

3URGXFWV

&UHDWLQJ3URGXFWV

1. In the user menu, choose 0DLQWDLQ3URGXFWV. Product maintenance is accessed either in display mode or in change mode, depending on how you have defined your defaults under 6HWWLQJV. 2. Choose &UHDWH0DWHULDO6HUYLFH)LQDQFLQJ. 3. Enter a base category. A product is always created together with a base category. The base category determines which attributes should be maintained for the product. You can select a base category using the possible entries pushbutton. 4. Indicate whether you are creating a configurable product and then choose &RQWLQXH. The relevant product data can now be entered. 5. Enter a product ID, or choose (QWHU and a product ID will be assigned by internal number assignment. 6. Enter a product description text. 7. Enter data as required: CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center -

To create product relationships, choose 5HODWLRQVKLSV.

You are creating the product PRINTER. You assign the products PRINTER_CABLE and POWER_CORD to this product as accessories. You then assign the product PRINTER to the product PC as an accessory of this product. -

To enter the necessary data on the tab pages, see Set Types in Product Maintenance [SAP Library].

To enter a price for the product, choose the tab page &RQGLWLRQV. 8. Save your data. You will not be able to save the product if the application log contains “very high” priority errors. For “high” priority errors, you can only save an inactive version of the product. However, an active version of the product can be saved for lower priority errors. For more information, see Application Log [SAP Library]. &KDQJLQJ3URGXFWV

Product data created in the CRM System can generally be changed, whereas data that was imported from the original system of the product, an OLTP System for example, cannot be changed. The product ID and description in the product header cannot be changed. However, it is possible to change the product description in the 'HVFULSWLRQV set type. The base category to which you have assigned the product in the header data can similarly not be changed. You can however assign the product to additional product categories. 6HHDOVR

Uploading CRM Product Data to OLTP Systems [SAP Library] Data Entry in the Upload Input Screen [SAP Library]

%XVLQHVV3DUWQHUV

You make the required Customizing settings for business partner master data in the Implementation Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→%XVLQHVV3DUWQHU.

&UHDWLQJ%XVLQHVV3DUWQHUV 3UHUHTXLVLWHV

The initial screen for maintaining a business partner depends on the 6HWWLQJV you have chosen for the initial screen leading into the business partner dialog. For more information, see Settings [SAP Library]. 3URFHGXUH

You are in the Business Partner dialog. 1. Select a business partner category in the application toolbar. 2. Specify the role in which you wish to create the business partner. With the BP role “contact person” the business partner category “person” is default. CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center 3. Select a grouping. Each grouping is assigned to a number range.

If a grouping has been defined as a standard grouping in Customizing, this grouping is chosen automatically. If you want to assign the business partner to a grouping that is different to the standard grouping, then you should select the grouping you require. If you select a grouping with internal number assignment, you do not need to enter a business partner number. This is created automatically by the system. If you select a grouping with external number assignment, you need to enter a business partner number. 4. Enter the required data for the business partner in the tab pages. Fill the appropriate required entry fields. 5. Choose 6DYH. 5HVXOW

You have created a business partner in the role you selected.

)DFWVKHHW

The fact sheet provides a compressed overview of business partner information from several sources, for example, from business partner data, statistical data and transaction data (from the OLTP R/3 and the CRM Online System). A fact sheet is a view which various info blocks are assigned to. You can assign the info blocks and specify the sequence in customizing.

The info blocks are embedded in the program – you cannot change the data. You can only change the data by programming a new view (at project level). You can define info blocks and views in customizing under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ →%XVLQHVV3DUWQHU→%XVLQHVV3DUWQHU)DFW6KHHW→ 0DLQWDLQ,QIR%ORFNV

0DVWHU'DWD

Here, you can create the CRM info block and assign the R/3 info block. 56\VWHP

In the R/3 System, this function is called a sales summary. You can find further information about this in the SAP Library under /RJLVWLFV→6DOHVDQG'LVWULEXWLRQ6' →6DOHV6XSSRUW&RPSXWHU$LGHG 6HOOLQJ&$6 →%DVLF'DWDIRU6DOHV6XSSRUW→6DOHV6XPPDU\ Make the necessary settings in customizing by working through the following steps:

→6DOHV6XSSRUW&$6 →6DOHV6XPPDU\→'HILQH5HSRUWLQJ9LHZV

6DOHVDQG'LVWULEXWLRQ

You define a view and assign the standard formula SD-SALES-SUMMARY to it.

→6DOHV6XSSRUW&$6 →6DOHV6XPPDU\→$VVLJQ,QIRUPDWLRQ%ORFNVWRD

6DOHVDQG'LVWULEXWLRQ 9LHZ

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CRM Interaction Center

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Using the Partner/Product Range (PPR), you can offer a customer exactly those products and services that are relevant for him. You can also prevent the sales of specific products using PPRs. Partner/ product ranges connect business partners and products, or services together. A customer should only be able to order products that are part of the grouping to which he belongs. The combination of products and business partners is always limited to a time period. Every partner/ product range has a specific organizational frame; this means the sales or purchasing organization, in which the combination of products and business partners is valid.

Using PPRs is optional. Only make the settings, described below, if you wish to use PPRs in the sales transaction.

Make the necessary settings for the partner/product range in the Implementation Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ 0DVWHU'DWD→3DUWQHU3URGXFW5DQJH Work through the following steps in Customizing:

→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 3DUWQHU3URGXFW5DQJH7\SHV

→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH*HQHUDO

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→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH6RUW

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Optional activities:

→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH5XOHVIRU

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 3DUWQHU3URGXFW5DQJH7\SHV

→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH3DUDPHWHU

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The relevant settings are described in the IMG documentation.

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Partner/product ranges (PPRs) allow you to offer business partners the exact combinations of products or services that are relevant for them in a specific period of time. This also enables you to avoid certain products being sold at specific times.

Customer 4711 can only order products M201, M202 and R120. Customer 3815 cannot order product M208. CRM Interaction Center: Business Scenario Configuration Guide

3.1 136

CRM Interaction Center The PPRs are used for this purpose during a check in the sales transaction. 3UHUHTXLVLWHV

•

In order that the PPR check in the sales transaction is active, you need to have made the following settings in Customizing for the partner/product range (,0*&XVWRPHU5HODWLRQVKLS0DQDJHPHQW →0DVWHU'DWD→ 3DUWQHU3URGXFW5DQJH : −

You need to have set the flag &KHFN335VLQ%XVLQHVV7UDQVDFWLRQVin the activity 'HILQH *HQHUDO6HWWLQJVIRU3DUWQHU3URGXFW5DQJHV

−

In the activity 'HILQH7UDQVDFWLRQ7\SHV5HOHYDQWIRU&KHFNyou need to have entered the transaction types for which a check should be carried out in the sales transaction.

−

In the activity 'HILQH3DUWQHU3URGXFW5DQJH7\SHVyou have set the flag &KHFNLQ%XVLQHVV 7UDQVDFWLRQ

•

You have maintained the required PPRs. Further information is available under Processing Partner/Product Ranges [SAP Library] and Controlling Partner/Product Ranges [SAP Library].

The following applies for the data on the 2UJDQL]DWLRQDOGDWDtab page (transaction type, partner function, sales organization, service organization, purchasing organization) in the PPR header: •

If entries are maintained, these are checked at header level as to whether they match the corresponding values of the sales transaction. If they match, the products contained in the PPR are considered further, otherwise they are not.

•

If no entries are maintained, the corresponding PPR is used for all possible instances of the object. If, for example, no data is maintained for the sales organization, the relevant PPR is valid for all sales organizational data.

)HDWXUHV

Once you have entered the relevant data, the system attempts to find a partner/product range in which the following data is entered: •

Product of sales transaction item

•

Sold-to party or assigned partners

•

Delivery date

•

organizational data (purchasing organization, sales organization, service organization, transaction type), if applicable

If no combination of business partner, product and time period exists, that is, if no PPR was created for it, the system issues a message that no PPR was found. If the product entered for the business partner was excluded from a PPR, the system issues a message that the PPR XYZ is excluded for business partner B. The sales transaction can nevertheless be saved

&UHDWLQJ3DUWQHU3URGXFW5DQJHV 8VH

You create a partner/product range (PPR), for example, so that you can use it in the sales transaction check [Page 136] or as a product proposal.

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CRM Interaction Center 3UHUHTXLVLWHV

You have made all the necessary settings in Customizing for partner/product ranges. Menu path in implementation guide: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→ 3DUWQHU3URGXFW5DQJHV 6HHDOVR

Controlling Partner/Product Ranges [SAP Library] 3URFHGXUH

1. SAP Menu: 0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→0DLQWDLQ3DUWQHU3URGXFW5DQJHVThe screen 'LVSOD\RUFKDQJHSDUWQHUSURGXFWUDQJHVis displayed.

Under ([WUDV→ 6HWWLQJVyou can choose whether you call up the display or change mode when you start the transaction. 2. Choose &UHDWH335 In the displayed list field, choose the required partner/product range type and one of the assigned item types. 3. Enter the key and description (mandatory field) for the partner/product range type.

You can only make an entry in the PPR ID entry field until you press a pushbutton or a choose a tab page. It can no longer be changed afterwards. 4. Enter the following data on the *HQHUDOtab page: − −

Status: specifies whether or not the partner/product range can be used. Only the status $FWLYH allows it to be used. 6RUWLQJVHTXHQFH

: You can specify the sorting sequence for business partners and products.

You can set the exclusionflag, that is, exclude the entire partner/product range. 5. Use the 2UJDQL]DWLRQDOGDWDtab page to choose which objects the PPR should be valid for. The table changes depending on the object you select. If, for example, you choose 7UDQVDFWLRQW\SH you must enter a transaction description. If no entries are maintained, the effect on the partner/product range check in the sales transaction [Page 136] is that the PPR in question is valid for all possible instances. If, for example, no data is maintained for the sales organization, the relevant PPR is valid for all sales organizational data. 6. Enter a key and the description for the item in the 335LWHPsubscreen. You also have the option of setting the exclusionflag here. 7. Enter the following data in the item detail: D

5HIHUHQFHVWRSDUWQHUSURGXFWUDQJHV

Enter the key for the required PPR. E

5HIHUHQFHWREXVLQHVVSDUWQHUVSURGXFWVDQGWLPHVWDPSV

•

Use the %XVLQHVVSDUWQHUtab page to choose the reference type, that is, business partner, target group, business partner group hierarchy, rule. The table changes depending on the reference type you choose. If, for example, you choose %XVLQHVV3DUWQHUV you must enter the business partner number. For7DUJHW JURXS you must enter the name of the target group.

•

You use the 3URGXFWVtab page to choose a reference type, for example, product or product category or rule.

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CRM Interaction Center The table changes depending on the reference type you choose. If, for example, you choose 3URGXFWV you must enter the product number. For3URGXFW+LHUDUFK\you must enter the product hierarchy ID. •

You use the 7LPHVWDPStab page to choose a reference type, for example, date from – to or rule. The table changes depending on the reference type you choose. If, for example, you choose 'DWHIURP±WRyou must enter a start and you have the option of entering an end date. You also have the option of setting an exclusionflag, and, by doing so, of excluding specific time periods from the PPR.

Only one business partner rule, product rule and timestamp rule can be created for each PPR item.

5HVXOW

You have created a partner/product range which is now displayed in the locator hit list.

3URFHVVHV

This section contains all Customizing settings that are required for configuring business processes.

,QWHUDFWLRQ&HQWHU 3XUSRVH

The Interaction Center (IC) is a key technology of Customer Relationship Management (CRM) with mySAP.com. It is designed as a multi-channel, blended business process interaction center to empower call centers to provide the highest possible level of customer service. It provides robust technology for contact center operations. It tightly integrates a highly customizable and full-featured front office with your back-office as well as your entire range of customer-centric processes. The Interaction Center is state-of-the-art technology for any business transactions via phone, e-mail, chat, paging, Web call back, or voice-over Internet Protocol (VoIP). ,PSOHPHQWDWLRQ&RQVLGHUDWLRQV

The IC is developed with an open interface to support a variety of CTI middleware products, as well as telephony servers and switches. The IC also supports Interactive Voice Response (IVR) systems, which capture call-attached data [SAP Library]. ,QWHJUDWLRQ

Since the IC is integrated with other SAP System components, agents have complete access to customer information and customer business transactions. You define the business transactions that an agent has access to in Customizing. For example, an agent may need authorization to log customer problems, create sales orders, update a customer address, change employee information, or check the status of a delivery. Organizations use the IC in a variety of business scenarios including sales, service, collections, or human resources. For one company, the IC may be used as an inbound sales center, where agents CRM Interaction Center: Business Scenario Configuration Guide

3.1 139

CRM Interaction Center enter sales orders, answer delivery inquiries, create return material authorizations, or update customer addresses. Another company might use the IC to register service requests for internal or external customers. Yet another company might only process e-mail correspondence with their customers through the IC. Agents in an integrated call center may perform all of these activities. )HDWXUHV

•

Telesales [SAP Library] functions such as processing inbound and outbound telephone calls with customers and other business partners using Computer Telephony Integration (CTI) [SAP Library] technology as middleware. As an integrated call center application, the IC provides agents complete access to any SAP business transaction along with a full range of telephony features.

•

An Interactive Intelligent Agent (IIA) [SAP Library] for problem analysis, Symptom and Solution Search [SAP Library] and Frequently Asked Questions.

•

Option to access communication channels provided by Web Customer Support [SAP Library]

•

Scripting [SAP Library]

•

Broadcast messaging [SAP Library]

•

Alert modeler [Page 154]

•

Call list management [SAP Library]

•

Business partner search [Page 151]

•

Call state view [SAP Library]

•

Real-time screen pop [SAP Library]

•

Logging [SAP Library]

•

An e-mail system in which agents can also display their overdue e-mail or planned activities, such as sending follow-up e-mails for a campaign.

•

Customer-focused overviews of business relationships and customer history A comprehensive interaction history provides one view of a customer. This enables agents to view planned and historical activities along with sales and service orders.

•

Increased agent productivity with Business Data Display (BDD) [SAP Library] and action box [Page 145] These two IC components work together to display customer-related information and to enable the agent to navigate and perform any SAP business transaction.

6HHDOVR

IC Setup [SAP Library] for information about IC Customizing IC Administration and Reporting [SAP Library] for information about additional settings not included in Customizing and reporting IC Application [SAP Library] for information about how you might use IC

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CRM Interaction Center

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This section contains all the basic Customer Interaction Center (CIC) settings that are necessary to configure this business process.

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A program that determines the front office configuration, based upon the Interaction Center (IC) profile. The framework includes the available functions for the agent as well as the location and what order they are found on the IC screen. 8VH

The framework is assigned to the IC profile [Page 157]. When the agent logs into the IC, the profile is determined from the agent’s organizational structure [SAP Library]. The IC profile is inherited from the lowest-level organizational object, however, the framework is inherited from the highest-level organizational structure.

)UDPHZRUN([DPSOH

CIC Profile A Framework A

Sales Division

CIC Profile B Framework B

Sales Representative

CIC Profile B Framework A Jose Vega

Agent -RVH9HJDinherits Framework A from the organization unit, 6DOHV'LYLVLRQ, and IC Profile B from the position, 6DOHV5HSUHVHQWDWLYH.

We recommend only defining and using one framework per organizational structure.

The agent only sees components which: •

Are configured in the framework

•

Have a component profile defined in the IC profile

6WUXFWXUH

The framework consists of: •

Framework title

•

Components −

Visible components [SAP Library] Those components which the user sees.

−

Hidden components [SAP Library]

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Those components which the user does not see, but are technically needed to help the visible components work. In addition to the standard components, custom-built components can be configured in the IC framework in the navigation and application areas. To create your own components, see Customizing for the ,QWHUDFWLRQ&HQWHU under &XVWRPHU6SHFLILF6\VWHP0RGLILFDWLRQVIRU,& → 'HILQH&XVWRPHU 6SHFLILF&RPSRQHQWV. The framework can include up to seven visible components. Each component occupies one slot of the framework. The framework allows flexibility in adding components to several different slots. &RPSRQHQWVDQG3RVVLEOH6ORWVLQ)UDPHZRUN 9LVLEOH&RPSRQHQW

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Business partner search

1

1

Agent dashboard

2, 3, 4

3

Broadcast messaging

2, 3, 4

3

Call state

2, 3, 4

Quick keys

2, 3, 4

3

Reminder scripting

2, 3, 4

3

Slim action box

2, 3, 4

4 (plus variant), 3

Navigation area

5

5

Application area

6

6

Action box* Business data display** Interactive scripting** * As of mySAP CRM Release 2.0, we recommend only using the slim action box. ** We recommend using these components in the workspaces of the application area instead. The framework can be configured three ways: •

L-shaped with call state

Slot 1

Slot 2

Slot 3 Slot 4

Slot 5

Slot 6 •

L-shaped without call state

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

Slot 1

Slot 3

Slot 4 Slot 6 Slot 5

•

Vertical

Slot 1

Slot 2 Slot 3 Slot 4 Slot 5

Slot 6 As of mySAP CRM Release 2.0, we recommend only using one of the L-shaped frameworks. Slot 7, which holds the component container, can also be added to the bottom of each framework. There are default frameworks available. For more information about defining IC framework, see the Implementation Guide (IMG) activity &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ ,QWHUDFWLRQ&HQWHU→ 'HILQLWLRQRI)URQW2IILFH)UDPHZRUN

CRM Interaction Center: Business Scenario Configuration Guide

3.1 143

CRM Interaction Center

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You can create one or more customized titles for the Customer Interaction Center application. In the next step, the title is assigned to a framework. 3URFHGXUH

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For more information, see the IMG documentation.

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The framework determines which components are available and where they are located in the Customer Interaction Center (CIC) application. You create and define a framework, assign the framework to a title that you created in the previous step, and then later assign the framework to a CIC profile. 3URFHGXUH

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In your framework, include all the relevant visible and hidden components for each function that you want to use in the CIC. For more information, see the IMG documentation.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

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You configure workspace profiles to determine which visible components are found in the navigation and application areas within the framework of the Customer Interaction Center (CIC). These profiles are later assigned to the CIC Profile. 3URFHGXUH

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Agents can use the action box to execute business transactions quickly on the Interaction Center (IC) screen. The action box is essentially a collection of shortcuts to available functions or transactions within mySAP CRM and Enterprise R/3. ,QWHJUDWLRQ

The action box is highly customizable. Your system administrator can create links to the functions or transactions that IC agents use the most. 3UHUHTXLVLWHV

The system administrator has made the proper settings in Customizing. For more information, see Configuring Your Action Box [Page 146]. )HDWXUHV ,QIRUPDWLRQ([FKDQJHWRDQGIURPWKH,&6FUHHQ

The system transfers information from the IC screen to the transactions called up using these shortcuts. Information can also be returned from the transaction to the IC screen. For example, the system administrator could configure the action box so that when agents use the shortcut to the sales order transaction, the system copies the business partner information from the Business Data Display (BDD) into the sales order. When the agent has completed the sales order, the system returns the sales order object into the BDD. )XQFWLRQ.H\V

You can call up the shortcuts defined for the action box right from the keyboard using predefined function keys. Function keys are defined by the system administrator. 3DUDPHWHUV

A dialog box appears when you call up a shortcut. You can change the preset parameters or simply confirm them. 1HZ:LQGRZ

Action box transactions appear in a separate session. CRM Interaction Center: Business Scenario Configuration Guide

3.1 145

CRM Interaction Center $FWLYLWLHV

If your system administrator has set up your action box to transfer information from IC into the shortcut, select the object that you want to be transferred in the BDD before selecting a shortcut from the action box. You can access the shortcuts your system administrator has defined as follows: 6OLPDFWLRQER[

•

Choose the shortcut group button to use the shortcut defined as the default for that group.

•

Select the desired shortcut in the dropdown box for the shortcut group button.

6WDQGDUGDFWLRQER[ 

•

Select the tab for the relevant shortcut group and choose the icon for the shortcut you want to use. −

Select $V\QFKURQRXV if you want the transaction to appear in a separate session.

−

Select 3DUDPHWHU if you want the system to display a dialog box where you can verify or change the predefined parameters.

*As of mySAP CRM release 2.0, we recommend only using the slim action box. 2WKHUDFFHVVPHWKRGV

•

Enter the transaction code (maximum 4 characters) in the unmarked field on the far left side of the action box. You can find transaction codes by selecting the dropdown box for group shortcut buttons in the slim action box or in the &DOO field of the standard action box.

•

Use the appropriate function key defined for the shortcut you want to access.

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Fig.: Subprocess - billing of billing due list items showing all process steps up to creation of billing documents

As soon as you have triggered individual or collective billing, the system executes the following steps up to creating billing documents: 1. Grouping of billing due list items according to payer and suggested billing document type for each processing package (for collective billing this takes place in the background) 2. Transferring billing due list items into billing document items and completing relevant master data (item partner, item text and item price) by calling up the relevant services 3. Combining all relevant billing document items for a billing document while taking splitting criteria into consideration 4. Assembling the billing document including header, item and service data and completion of relevant master data (header partner, item text and item price) by calling up the relevant services 5. Updating the billing document in the database (for collective billing in the background) and triggering output processing (by calling up action processing among other methods) 5HVXOW

The system has created one or more billing document items from one or more billing due list items while taking the set splitting criteria into consideration. If you were expecting a combination of relevant items in one billing document instead of the creation of two documents, you can find more information by displaying the reasons for the invoice split. To do this, select both relevant billing documents in the billing document list under 3URFHVVLQJ%LOOLQJ 'RFXPHQWVand choose 'LVSOD\6SOLW$QDO\VLV

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The trigger for billing is specified in Customizing for the item category for CRM Business Transactions by the ELOOLQJUHOHYDQFHfield. Go to 6$3,PSOHPHQWDWLRQ*XLGH→&XVWRPHU5HODWLRQVKLS0DQDJHPHQW→7UDQVDFWLRQV→%DVLF 6HWWLQJV→'HILQH,WHP&DWHJRULHV You have the following options for triggering billing: •

Not relevant for billing: The transaction is not relevant for billing (for example, an item in a free-ofcharge delivery or a quotation).

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External billing: billing is controlled in the R/3 back-end system or another external system.

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Transaction-related billing document in CRM Billing.

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relevant for transaction-related billing. For a transaction in the CRM System, CRM Billing is called up for billing the order quantity (for example credit and debit memos from complaints processing).

as a rule, relevant for transaction-related billing after the contract release. For a transaction in the CRM System, CRM Billing is called up for billing the order quantity, if the transaction (usually a contract) is released.

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relevant for transaction-related billing after confirmation. For a transaction in the CRM System, CRM Billing is called up for billing the order quantity if the transaction (usually a service transaction) is confirmed.

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For a transaction in the CRM System, CRM Billing is called up for billing the cumulated delivery quantity. (The delivery in the R/3 back-end system returns the delivery quantity to the CRM transaction). &DXWLRQIn this case, you must make sure that the corresponding item category is set to “not relevant for billing”in the R/3 back-end system.

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Following successful delivery and goods issue in the R/3 System, CRM Billing is called up in the CRM System for billing the delivery quantity. In this case, the corresponding item category is set DXWRPDWLFDOO\ to billing-relevance Q (billing in the CRM System) in the R/3 back-end system. For delivery-related CRM Billing (billing-relevance F), you must set the item category which was determined for the transaction to GHSHQGHQWLWHP in Customizing for Billing. This ensures that billing is carried out dependent on the delivery (&XVWRPHU5HODWLRQVKLS0DQDJHPHQW→'HILQH,WHP &DWHJRU\).

For delivery-related billing, SAP recommends using billing-relevance F, as, in contrast to billingrelevance C, reference is made to individual delivery.

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CRM Interaction Center

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You can make the customizing settings for payment card processing under: IMG: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→3D\PHQW&DUGV

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The following tables give an overview of the Customizing activities for payment card processing, which are divided into four groups: Basic Settings, Settings for Transactions, Settings for Authorization and System Modifications. For general information, see Payment Card Processing [SAP Library]. $FWLYLWLHV

To access the activities in the first table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→3D\PHQW&DUGV→%DVLF6HWWLQJV &XVWRPL]LQJDFWLYLW\

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Assign Checking Rule

Assign function modules to checking rules

Maintain Payment Card Type

Assign checking rules to payment card types [SAP Library], and specify whether card number are encrypted

Assign Payment Card Category to Payment Card Type

Assign categories [SAP Library] to card types

Maintain Payment Card Category

Define payment card categories

Maintain Payment Card Blocks

Enter names and alphanumeric keys that

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CRM Interaction Center describe reasons for blocking cards To access the activities in the second table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→3D\PHQW&DUGV→6HWWLQJVIRU7UDQVDFWLRQV &XVWRPL]LQJDFWLYLW\

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Define Customer Payment Guarantee Procedure

Define SD\PHQWJXDUDQWHHSURFHGXUHV>6$3/LEUDU\@, such as payment cards

Assign Payment Card Plan Type to Business Transaction

Specify SD\PHQWFDUG as the payment plan type for the business transaction types [SAP Library] in which you use payment cards

Define Checking Group

Specify various settings for authorization, such how long the validity period is, and whether the system interprets data from AVS [SAP Library] and CVV [SAP Library] checks

Assign Checking Group to Business Transaction

Assign checking groups to the business transaction types for which you use payment cards

To access the activities in the third table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→3D\PHQW&DUGV→6HWWLQJVIRU$XWKRUL]DWLRQ &XVWRPL]LQJDFWLYLW\

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Determine Organizational Unit for Clearing

Assign the standard role FOHDULQJ to the organizational units in your company that process payment card transactions

Define Merchant ID

Enter the merchant IDs [SAP Library] that clearing houses [SAP Library] assign to you

Assign Merchant ID

Assign merchant IDs to organizational units and payment card types

Determine Authorization Module

Assign authorization modules to merchant IDs

Define Texts for Check Results

Enter short texts, that are displayed in transactions, describing the responses that clearing houses send you

To access the activities in the fourth table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→6\VWHP0RGLILFDWLRQV→3D\PHQW&DUGV &XVWRPL]LQJDFWLYLW\

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Additional Fields for Payment Plan

Customize the payment plan to include additional fields

Additional Fields for Payment Plan Date

Customize the payment plan to include additional fields

Event Handler for Payment Plans

Set the system to alert you to changes in transactions, such as a new currency or a new payer [SAP Library] in the payment plan

Determine Merchant

Set the system to determine merchant IDs based on criteria other than organizational units

Structure for Communication with Clearing House

Specify how the system sends data to clearing houses, and how it reacts to information from the clearing houses. You can, for example, set the system to authorize all amounts over USD

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CRM Interaction Center 5000.00 with a certain clearing house, and to ignore information from the clearing house in certain cases. Header and Item Data of Authorization

Customize transaction documents by adding fields for data at header and item level

Requirement for Authorization (TransactionDependent)

Define additional requirements for successful authorization

Merging/Split of Values to be Authorized

Set the system to create multiple authorizations on one payment card, for example, if you plan multiple deliveries

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Credit management limits financial risks for your organization by allowing you to carry out credit checks in transaction processing, and by forwarding documents, blocked for credit reasons, directly to the employees responsible for reviewing them. ,QWHJUDWLRQ

To carry out a credit check, CRM uses a Remote Function Call (RFC) to contact SAP R/3 or another online transaction processing (OLTP) system where you do financial accounting. You must define a RFC destination, and specify this destination for the credit check. To define RFC destinations in Customizing, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW → &500LGGOHZDUHDQG5HODWHG &RPSRQHQWV → &RPPXQLFDWLRQ6HWXS→'HILQH5)& 'HVWLQDWLRQV

To specify destinations for the credit check, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ &500LGGOHZDUHDQG5HODWHG&RPSRQHQWV→&RPPXQLFDWLRQ6HWXS→'HILQH0LGGOHZDUH 3DUDPHWHUVThen choose the activity 2/735&UHGLW&KHFNand enter a RFC destination for the parameter &50&5('&+(. The standard credit check in CRM calls up the automatic credit check in SAP R/3. If you use a system other than R/3 for financial accounting, you must implement your own checking rules to enable CRM to call up this system. To implement checking rules in Customizing, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW → %DVLF)XQFWLRQV → 6\VWHP0RGLILFDWLRQV → &UHGLW0DQDJHPHQW → 'HILQH&KHFNLQJ5XOHV and ,PSOHPHQW&KHFNLQJ5XOHV. For more information on the credit check, see Automatic Credit Check [Page 209]. )HDWXUHV

Either when you save a transaction document, or when you choose (Credit check) at the top of the item screen area, CRM calls up a credit check from your OLTP system. When CRM receives the check results, it sets credit status at item level, sets overall credit status at header level and enters related messages in the application log. If one or more items have the status &UHGLW&KHFNQRW2.the overall status for the transaction is also&UHGLW&KHFNQRW2.Credit status for an item is displayed on the 6WDWXV tab page for that item, and overall credit status is displayed on the 6WDWXV tab page at header lever. When you save, CRM transfers error-free documents into the OLTP system. (It transfers both those with the status &UHGLW&KHFN2. and those with &UHGLW&KHFNQRW2. because the latter does not count as an error.) In the OLTP system, you can continue processing documents with the status &UHGLW &KHFN2., such as by creating deliveries or billing documents.

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CRM Interaction Center If you raise the price or quantity or change currency, business partners [SAP Library], organizational data or delivery dates in CRM, the system automatically does a new credit check when you save. CRM blocks transactions with the status &UHGLW&KHFNQRW2. for further processing, and, through Workflow, sends them to the employee responsible for reviewing them. He or she can then release or reject the transactions. For more information on workflow, see SAP Business Workflow for Credit Management [SAP Library]. The following illustration provides an overview of credit management, showing how CRM and R/3 communicate with each other. +RZFUHGLWPDQDJHPHQWZRUNV

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1. Credit management in CRM is limited due to the separation of CRM from a financial accounting system. It consists primarily of the credit check called up from the OLTP system, and the processing of blocked transactions in workflow. 2. Credit checks, changes or cancellations of documents created in CRM should be made only in CRM, not in the OLTP system. This constraint exists because changes in the OLTP system are not replicated in CRM. Therefore the status of the CRM documents would not match the status of the changed OLTP documents. However, subsequent documents, such as deliveries and invoices can be made in the OLTP system. If R/3 is your OLTP system, and you change a document created in CRM in R/3, R/3 displays a message. 3. The standard automatic credit check evaluates the payer’s credit standing based on credit exposure calculated for values from transactions in R/3. It does not consider values for any transactions, new or changed, not yet transferred into R/3, or values from orders invoiced with CRM Billing. The system calculates credit exposure based on values for open orders, open deliveries, open billing documents and open items. For more information, including how to work with static and dynamic credit limit checks, see the documentation for this R/3 Customizing activity: 6DOHVDQG 'LVWULEXWLRQ

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CRM Interaction Center

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The automatic credit check allows you to evaluate a transaction based on the credit standing [SAP Library] of the payer in SAP R/3, and therefore ensure proper further processing of the transaction document. For information on credit management in general, see Credit Management. [Page 207] 3UHUHTXLVLWHV

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You have completed the three CRM Customizing activities under: &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW

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You have completed Customizing for credit management in R/3. To carry out Customizing in R/3, choose 6DOHVDQG 'LVWULEXWLRQ → %DVLF )XQFWLRQV → &UHGLW 0DQDJHPHQW5LVN0DQDJHPHQW

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The fields in the 5HDFWLRQ column in the Customizing activity'HILQH$XWRPDWLF&UHGLW&RQWUROare set to%or' To set these fields, choose 6DOHVDQG 'LVWULEXWLRQ → %DVLF)XQFWLRQV → &UHGLW 0DQDJHPHQW5LVN 0DQDJHPHQW → &UHGLW0DQDJHPHQW → 'HILQH$XWRPDWLF&UHGLW&RQWURO.

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1. You trigger the credit check either when you save a document, or when you choose check) at the top of the item screen area.

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2. CRM then gets ready to do the check, which may actually consist of a series of checks: one for each item category [SAP Library] in the document. CRM therefore first groups the items by item category, and, for each group, totals the open values, including tax, of the requested quantity of error-free items. If the document contains items belonging to one item category, CRM only does one check. 3. CRM calls up the automatic credit check and sends the information on open values to R/3, along with data on the credit group, sales organization, currency, payer and other business partners. 4. R/3 uses this information to determine the R/3 credit group, credit control area [SAP Library], credit management account of the payer, and the account’s risk category. 5. R/3 checks the payer’s credit standing. 6. It then sends the results of the credit check back to CRM. 7. CRM enters the overall credit status for the document on the 6WDWXV tab page in the document header, and enters credit status for each item on the 6WDWXV tab pages at item level. CRM also enters messages, describing the results of the check, in the application log.

This illustration shows how CRM and R/3 communicate with each other to carry out the automatic credit check.

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CRM Interaction Center 2YHUYLHZRIWKHDXWRPDWLFFUHGLWFKHFN

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